MHD Quality - Associate - Mohali

Paytm; Mohali; On-site; INR 360,000 - 480,000; Full time

Job summary

Paytm is seeking a Call Quality Analyst to drive QA across the Merchant Help Desk, auditing calls and improving processes to maintain high service standards. The role involves developing QA frameworks, PKT certifications, and collaborating with training and operations teams.

You should have 2+ years in call center QA, strong attention to detail, excellent communication, and the ability to propose practical improvements. Experience in a merchant/help desk environment is a plus.

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.
• Willingness to work in rotational day shifts with rotational weekly off.

Responsibilities

• Conduct call audits to assess quality, compliance, and customer experience.
• Develop and implement quality assurance policies and frameworks for the team.
• Conduct PKT certifications and periodic inspections.
• Identify issues and present practical, actionable solutions.
• Share audit findings with stakeholders and operations teams.
• Collaborate with training teams to close skill gaps identified in audits.
• Track quality trends and prepare regular quality performance reports.
• Ensure adherence to quality standards and SLAs across the vertical.

Skills

Attention to detail

Analytical thinking

Verbal & written communication

Quality assurance

Stakeholder collaboration

Education

Graduate in any discipline

Tools

MS Office

Quality monitoring tools

Job description

Job Description:

About Us:

Paytm is Indias 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. Indias largest digital lending story is brewing here.

Its your opportunity to be a part of the story!