Call Quality Analyst- MHD

Paytm Payments Services; Mohali; On-site; INR 300,000 - 500,000; Full time

Job summary

Paytm Payments Services in Mohali is seeking a Call Quality Analyst to drive QA across the Merchant Help Desk, auditing calls and ensuring the highest customer experience standards.

You will develop QA policies, conduct PKTs and inspections, share findings with stakeholders, and collaborate with training teams to close skill gaps, while working in rotating day shifts. This role requires meticulous attention to detail and strong communication.

Qualifications

• Graduate in any discipline.
• Minimum 2 years of experience in call center quality assurance.
• Strong attention to detail and analytical skills.
• Excellent verbal and written communication skills.
• Ability to identify issues and propose practical, out-of-the-box solutions.
• Prior experience in a Merchant/Help Desk or similar support environment preferred.
• Proficiency in MS Office and quality monitoring tools is an added advantage.
• Should be willing to work in rotational day shifts with rotational weekly off.

Responsibilities

• Conduct call audits to assess quality, compliance, and overall customer experience.
• Develop and implement quality assurance policies and frameworks for the team.
• Conduct Process Knowledge Tests (PKT), certifications, and periodic inspections.
• Identify process or product issues and present practical, actionable solutions.
• Share audit findings and feedback with relevant stakeholders and operations teams.
• Collaborate with training teams to close skill and knowledge gaps identified during audits.
• Track quality trends and prepare regular quality performance reports.
• Ensure adherence to defined quality standards and SLAs across the vertical.

Skills

Call audits

Quality assurance

Attention to detail

Verbal communication

Written communication

Analytical skills

Merchant/Help Desk experience

Out-of-the-box thinking

Rotational shifts

Education

Bachelor's degree

Tools

MS Office

Quality monitoring tools

Job description

About the role:

A Call Quality Analyst is responsible for driving quality assurance across the Merchant Help Desk vertical, ensuring every customer interaction meets the highest service standards. The role combines call auditing, process improvement, and stakeholder collaboration to maintain consistent quality across the support function.

Key Responsibilities

• Conduct call audits to assess quality, compliance, and overall customer experience.
• Develop and implement quality assurance policies and frameworks for the team.
• Conduct Process Knowledge Tests (PKT), certifications, and periodic inspections.
• Identify process or product issues and present practical, actionable solutions.
• Share audit findings and feedback with relevant stakeholders and operations teams.
• Collaborate with training teams to close skill and knowledge gaps identified during audits.
• Track quality trends and prepare regular quality performance reports.
• Ensure adherence to defined quality standards and SLAs across the vertical.

Desired Skills and Qualifications

• Graduate in any discipline.
• Minimum 2 years of experience in call center quality assurance.
• Strong attention to detail and analytical skills.
• Excellent verbal and written communication skills.
• Ability to identify issues and propose practical, out-of-the-box solutions.
• Prior experience in a Merchant/Help Desk or similar support environment preferred.
• Proficiency in MS Office and quality monitoring tools is an added advantage.
• Should be willing to work in rotational day shifts with rotational weekly off.

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!