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Call Quality Analyst -MHD Enterprise - VRM

Call Quality Analyst -MHD Enterprise - VRM

Paytm

2 - 3 years

3 - 6 Lacs

noida

Posted:1 day ago| Platform:

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Skills Required

quality analyst issue resolution skill development process improvement subject matter expert relationship manager ticketing stakeholder management call quality compliance trainer onboarding coaching training delivery crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role Virtual Relationship Manager (TL/AM)

We are hiring a QA cum Trainer for the VRM (Virtual Relationship Manager) process to ensure
high-quality customer interactions, process compliance, and continuous skill development of the
VRM team. The role combines call quality audits, team coaching, and training delivery to drive
consistent performance across all VRM activities.

Key Responsibilities

Quality Assurance (VRM-Focused)

Monitor VRM calls and evaluate performance based on communication, accuracy,
compliance, and call flow.
Audit welcome calls, periodic engagement calls, and issue resolution interactions.
Identify gaps in merchant pitch, product explanation, objection handling, and ticket
resolution process.
Track adherence to VRM SOPs, scripts, and merchant communication guidelines.
Maintain VRM-specific QA scorecards, audits, weekly quality dashboards, and RCA reports.

Training & Coaching (VRM Process)

Conduct onboarding training for new VRMs on:
Paytm/Business processes
VRM call flows
Merchant lifecycle & products
Tools (CRM, dialer, ticketing platform)
Script usage & call etiquette
Provide refresher and corrective training based on QA findings.
Conduct live call barging, mock calls, and coaching sessions to improve merchant
handling.
Develop VRM-specific training content: SOPs, product decks, objection-handling sheets,
FAQs.
Lead certification and skill assessments for VRM batches.
Performance & Process Improvement
Work closely with Operations to improve key VRM KPIs:
Connect rate
Resolution rate
Ticket closure accuracy
Compliance & documentation
Merchant satisfaction
Share insights and recommendations to refine scripts, improve call flows, and reduce
errors.
Act as a Subject Matter Expert (SME) for VRM workflows, merchant journeys, and
product updates.

Required Skills & Experience

2-3 years of experience in VRM, Merchant Support, Relationship Management, or Call
Center roles.
Prior QA or Training experience preferred (inbound/outbound calling environments).
Strong communication, coaching, and facilitation skills.
Understanding of dialer systems, CRM tools, ticketing systems, and VRM workflows.
Ability to review calls, detect improvement areas, and convert findings into training plans.

Preferred Attributes

Detail-oriented with strong process understanding.
Analytical mindset with the ability to drive performance improvements.
Strong stakeholder management (Ops, Product, Quality).
Ability to handle multiple trainings, audits, and reporting tasks.

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