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, Insurance, investments, and financial services. One97 Communications Limited that owns the brand Paytm is founded by Vijay Shekhar Sharma.

About the team: This team will be responsible for providing customer service to Paytm Insurance customers/Merchants for insurance products.

About the role: As a Quality Assurance Specialist, you will be instrumental in ensuring high-performance delivery across all quality parameters within our operations. Key responsibilities include auditing Calls and email interactions for product, process, communication, and soft skills. Your role extends to conducting audits and providing constructive feedback, aiming to enhance training throughput and conversion rates..

Expectations/ Requirements

High-performance delivery on all quality parameters.

Audit Calls/email interactions on Product/process, Communication, and soft skills parameters.

Conduct audits and feedback for the targeted population with the objective of improving scores for training throughput or conversion.

Data analysis and making designated reports/decks.

Participate in calibrations to ensure consistent scoring & feedback delivery approach.

Communicate to heighten awareness and focus on the importance of a positive customer experience.

Make recommendations and drive process improvement.

Reduce the learning curve and help enhance product/process knowledge of new joiners.

Ensure that internal policies, procedures, and compliance regulations are being followed.

Customer/Client Interactions by using process knowledge and highlighting key areas to work on.

Prepare TNA, publish, and execute for 100% closure

Real-Time Support (Production/Live Support) on the floor as per the business requirement.

Superpowers/ Skills that will help you succeed in this role

Prior exp in handling Quality for Service & Sales.

Must understand Audit & Coaching process.

Excellent writing and comprehension skills.

Extremely good verbal & written communications skills.

Technical knowledge of English communication - sentence construction, grammar, punctuation etc.

Effective Presentation, Feedback & Coaching skills.

Customer orientation and Customer Service AttitudeEffective problem-solving skills and Highly energetic & enthusiastic

Interpersonal skills and Teamwork

Ability to handle/analyze data to generate Quantitative and Qualitative analysis

Why join us :If you are customer service-oriented and have a track record of delivering results, we invite you to join our team at Paytm. We provide a collaborative work environment and opportunities for career growth.

Compensation: If you are the right fit, we believe in creating wealth for youWith 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!

Paytm