Call Quality Analyst -MHD Enterprise || VRM ||

One97 Communications Limited; Dadri; On-site; INR 600,000 - 900,000; Full time

Job summary

A leading financial services company in India is looking for a Call Quality Analyst to ensure high-quality customer interactions. This involves monitoring calls, providing training to the VRM team, and improving performance through meticulous quality assurance audits. To excel in this role, candidates should have 2–3 years of experience in relevant fields, along with strong communication and coaching skills. This full-time position promises an engaging environment with opportunities for growth in the technological landscape.

Qualifications

• 2–3 years of experience in VRM, Merchant Support, Relationship Management, or Call Center roles.
• Prior QA or Training experience preferred.
• Ability to review calls and detect improvement areas.
• Understanding of dialer systems, CRM tools, ticketing systems, and VRM workflows.
• Ability to review calls, detect improvement areas, and convert findings into training plans.

Responsibilities

• Monitor VRM calls and evaluate performance.
• Conduct onboarding training for new VRMs.
• Work closely with Operations to improve key VRM KPIs.
• Track adherence to VRM SOPs, scripts, and merchant communication guidelines.
• Maintain VRM-specific QA scorecards, audits, weekly quality dashboards, and RCA reports.

Skills

Strong communication

Coaching skills

Analytical skills

QA/training experience

Analytical mindset

Tools

CRM tools

Dialer systems

Job description

Call Quality Analyst – VRM

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About Us

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

Virtual Relationship Manager (TL/AM) – QA cum Trainer for the VRM 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 ...
• 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
• Provide refresher and corrective training based on QA findings.
• Conduct live call barging, mock calls, and coaching sessions to improve merchant.
• 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: Ticket closure accuracy.
• 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.
• Ability to handle multiple trainings, audits, and reporting tasks.
• A collaborative output driven program.
• Improve the average revenue per use by increasing cross-sell opportunities.
• A solid 360 feedback from your peer teams on your support of their goals.
• Respect, that is earned, not demanded from your peers and manager.

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!

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Job Details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Quality Assurance
• Industries: Technology, Information and Internet

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