3 Qa Scorecards Jobs

About Paytm Paytm is India's leading mobile payments and financial services distribution company. Pioneer of the mobile QR payments revolution in India, Paytm builds technologies that help small businesses with payments and commerce. Paytm's mission is to serve half a billion Indians and bring them to the mainstream economy with the help of technology. Role Overview We are seeking a detail-oriented and proactive Quality Analyst to join our Collections team. The ideal candidate will be responsible for monitoring and auditing collection calls, conducting regular calibrations, and providing insights to improve overall customer experience and compliance. Proficiency in both English and Hindi is essential for this role. Key Responsibilities Audit outbound collection calls to ensure compliance with company policies and regulatory guidelines Evaluate call quality and provide constructive feedback to collection agents Identify process gaps and recommend actionable solutions to enhance performance Conduct periodic calibration sessions with team leads and stakeholders to ensure alignment in quality standards Prepare detailed reports on quality trends, agent performance, and improvement areas Collaborate with training teams to design refresher modules based on audit findings Ensure adherence to quality metrics and participate in internal reviews and quality checks Support any investigations or escalations with relevant call records and findings Key Requirements Minimum 1-2 years of experience as a Quality Analyst/ Call audit in a collections or customer service process (preferably BFSI sector/Collection) Excellent command over spoken and written English, Hindi, Tamil & Telegu (mandatory). Strong analytical and listening skills Good knowledge of quality monitoring tools and MS Office (Excel, PPT) Familiarity with CRM systems, call recording tools, and QA scorecards Ability to work independently and manage multiple priorities in a fast-paced environment Strong interpersonal skills with a solution-oriented approach Compensation If you are the right fit, we believe in creating wealth for you. With enviable 500 mn+ registered users, 21 mn+ merchants and depth of data in our ecosystem, we are in a unique position to democratize credit for deserving consumers & merchants - and we are committed to it. India's largest digital lending story is brewing here. It's your opportunity to be a part of the story!

As a Quality Assurance Specialist in the healthcare industry, your main responsibility is to evaluate voice and chat interactions regarding patient inquiries, appointment scheduling, insurance claims, billing, and medical service coordination. It is crucial to ensure that these interactions comply with HIPAA regulations or local healthcare guidelines such as QCHP/HAAD for data confidentiality. You will utilize QA scorecards to meticulously audit agent conversations, identifying areas for improvement, training needs, and knowledge gaps. Your role also involves delivering constructive feedback to agents and conducting coaching sessions with team leads. Tracking performance metrics, preparing quality reports, and dashboards are essential tasks to monitor and enhance service quality. Collaboration with Operations, Training, and Compliance teams through calibration sessions is necessary to align processes and ensure consistent quality standards. Participation in process audits and staying updated on healthcare guidelines and regulatory changes are integral parts of this role. To be successful in this position, you are required to have a Bachelor's degree in any discipline, with a background in healthcare or life sciences being advantageous. You should possess a minimum of 3 years of experience as a QA in a healthcare BPO or clinical support process, specializing in voice and chat interactions. Familiarity with healthcare systems like EMR, EHR, insurance workflows, or medical terminologies will be beneficial. Strong communication, analytical, and interpersonal skills are essential for effectively evaluating and providing feedback on agent interactions. Proficiency in MS Office and QA tools is necessary to document findings accurately and prepare quality reports. This is a full-time position with a fixed morning shift schedule. The work location is in person. If you are interested in this opportunity, please contact the employer at +91 9061130033 for further discussions.,

The Quality Assurance (QA) Executive will be responsible for monitoring, evaluating, and improving the quality of inbound and outbound customer interactions. This role ensures that counselling processes, lead handling, and customer interactions are aligned with organizational standards, compliance protocols, and customer satisfaction benchmarks. The QA Executive will provide actionable feedback, support coaching initiatives, and contribute towards continuous process improvements. Key Responsibilities 1. Call Auditing & Quality Monitoring Monitor live and recorded calls to assess communication skills, call handling, adherence to scripts, and compliance with quality standards. Identify service gaps, soft-skill improvement areas, and policy deviations. Maintain accurate call evaluation reports in predefined audit formats. 2. Lead Quality & Follow-up Verification Audit incoming leads to verify validity, completeness, and relevance for admissions. Track counsellors follow-up adherence as per timelines and processes. Highlight delays, missed follow-ups, or incorrect lead handling for corrective measures. 3. Feedback & Coaching Support Provide structured, constructive feedback to agents highlighting strengths and areas of improvement. Assist the Manager in planning refresher training based on audit findings. Ensure implementation of feedback through regular follow-ups and effectiveness checks. 4. Compliance & Process Adherence Ensure strict adherence to SOPs, customer interaction protocols, and data protection guidelines. Report critical compliance breaches immediately to Manager QA. 5. Quality Reporting Maintain daily, weekly, and monthly QA trackers and dashboards. Provide trend analysis on recurring quality issues, lead quality, and follow-up adherence. 6. Collaboration Work closely with Operations, Training, and Digital teams to align on quality standards. Support quality checks for digital campaigns and publisher deliverables when required. Person Specification Education: Graduate or higher qualification. Experience: 25 years of relevant experience in call quality monitoring, preferably in education, BPO, or customer service sectors. Key & Essential Skills Call Auditing & Quality Monitoring QA Scorecards & Evaluation Frameworks Lead Quality Verification & Follow-up Tracking Feedback Delivery & Coaching Skills Customer Service Etiquette Assessment Strong Listening, Observation & Analytical Thinking Effective Verbal & Written Communication Interpersonal & Collaboration Skills Data Analysis & Quality Trend Reporting Proficiency in MS Excel, Google Sheets & Reporting Tools Knowledge of CRM Systems / Customer Databases Attention to Detail & Time Management Ability to Multitask in Fast-Paced Environments Adaptability to Change & Process Improvements Cultural Awareness, Sensitivity & Customer Orientation Additional Information Salary: As per company norms Applicants with prior QA/Quality Analyst experience will be given priority. This role may involve responsibilities beyond regular office hours and working days, as per process requirements.