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Call Quality Analyst - Associate- MHD

Call Quality Analyst - Associate- MHD

Paytm

1 - 6 years

2 - 4 Lacs

noida

Posted:None| Platform:

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Skills Required

training needs quality monitoring quality analysis hp quality center call quality joining formalities hr generalist activities hrsd training human resource management performance appraisal induction recruitment quality assurance

Work Mode

Work from Office

Job Type

Full Time

Job Description

About the team : Merchant Helpdesk team handles merchant queries and concerns on QR code,EDC and Soundbox related issues like Payment, settlement, device related issues etc.

About the role: The candidate will be responsible for addressing concerns and complaints raised by merchants on a daily basis, ensuring all tasks are resolved within the defined TAT while maintaining a high standard of merchant experience.

Expectations/ Requirements

Minimum 1 Year of Experience in Agent/Center Quality

Monitoring of transactions as per process guidelines

Providing event-based and frequency-based feedback

Collecting data on the CTQs as defined in the SLA and track the same

Assisting Ops in identifying training needs for the agents and process level issues that can help improve

performance

Participating in team huddles and providing brief on Quality performance in the process

Brief new agents joining the process and explain how the quality function operates in the process

Co-ordinate all process improvement initiatives

Competencies Required:

Ability to work in a continually challenging environment

Understanding of end-to-end processes and appreciation of critical parameters

Knowledge of MS Office Excel, PowerPoint, Word

Good communication skills (English/Hindi)

Good analytical skills to be tested through Quality Aptitude Test

Self-initiated and zeal for continuous improvement.

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Call Quality Analyst - Associate- MHD