MHD Quality - Associate - Mohali

Paytm Payments Services; Mohali; On-site; INR 450,000 - 700,000; Full time

Job summary

Paytm Payments Services is seeking a Call Quality Analyst to drive QA across the Merchant Help Desk, auditing calls, shaping QA policies, and collaborating with training and operations to elevate service standards. You will conduct PKT tests, track quality trends, and ensure adherence to SLAs in a fast-paced payments support environment.

The role requires a graduate degree with at least two years in call center QA, attention to detail, and strong verbal/written communication.

Qualifications

• Graduate in any discipline with strong analytical mindset.
• Minimum 2 years of experience in call center quality assurance.
• Excellent verbal and written communication with strong attention to detail.
• Experience in Merchant/Help Desk or similar support is preferred.
• Proficiency in MS Office and quality monitoring tools is an added advantage.

Responsibilities

• Conduct call audits to assess quality, compliance and customer experience.
• Develop and implement QA policies and frameworks.
• Conduct PKT certifications and periodic inspections.
• Share audit findings and feedback with 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

Analytical skills

Attention to detail

Verbal communication

Written communication

MS Office

Quality monitoring tools

Education

Graduate degree

Tools

MS Office

Quality monitoring tools

Job description

About Us:

Paytm is India's leading financial services company that offers full-stack payments & financial solutions to consumers, offline merchants, and online platforms. The company is on a mission to bring half a billion Indians into the mainstream economy through payments, commerce, banking, investments, and financial services.

One97 Communications Limited that owns the brand Paytm is founded by Vijay Shekhar Sharma.

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.

Why Join Us:

A collaborative, output-driven program that brings cohesiveness across businesses

through technology.

Play a key role in maintaining and elevating service quality across a large-scale support

operation.

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!