Merchant Helpdesk - Quality Analyst
paytmpayments· Merchant Helpdesk
About this role
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.
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.
Frequently Asked Questions
Is the salary disclosed for the Merchant Helpdesk - Quality Analyst position at paytmpayments?
The salary for this Merchant Helpdesk - Quality Analyst role at paytmpayments is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Merchant Helpdesk - Quality Analyst position at paytmpayments located?
This Merchant Helpdesk - Quality Analyst role at paytmpayments is based in Noida, Uttar Pradesh. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Merchant Helpdesk - Quality Analyst role at paytmpayments full-time or part-time?
This is listed as a Full time Employment position. It is posted as a Merchant Helpdesk - Quality Analyst role in the Merchant Helpdesk department at paytmpayments.
Which team or department does the Merchant Helpdesk - Quality Analyst at paytmpayments belong to?
This Merchant Helpdesk - Quality Analyst position is part of the Merchant Helpdesk department at paytmpayments. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Merchant Helpdesk - Quality Analyst position at paytmpayments?
Click the "Apply Now" button on this page. You will be redirected to paytmpayments's official application portal hosted on lever where you can submit your application directly.
When was the Merchant Helpdesk - Quality Analyst job at paytmpayments posted?
This Merchant Helpdesk - Quality Analyst position at paytmpayments was posted on Sep 1, 2026. Apply as soon as possible — early applications are often reviewed first.
Merchant Helpdesk - Quality Analyst
paytmpayments
You'll be redirected to paytmpayments's official application page on Lever.