About Paytm
India's leading digital payments platform for all
Key Highlights
- Over 8 million merchants using Paytm's payment solutions
- Raised $3 billion in funding from investors like Ant Group
- Valued at approximately $16 billion
- Headquartered in Noida, Uttar Pradesh, India
Paytm, headquartered in Noida, Uttar Pradesh, is India's largest digital payments platform, serving over 8 million merchants with its diverse payment solutions. The company enables consumers to make seamless transactions from any bank account to any bank account without incurring fees. As a pioneer ...
🎁 Benefits
Paytm offers competitive salaries, equity options, generous paid time off (PTO), and a flexible remote work policy to support work-life balance....
🌟 Culture
Paytm fosters a culture of innovation and agility, emphasizing a data-driven approach to decision-making and a commitment to enhancing user experience...
Overview
Paytm is seeking a Team Lead - Process Quality Trainer for their Lending Collection team. You'll be responsible for monitoring collection calls, conducting audits, and providing insights to enhance customer experience. Proficiency in both English and Hindi is essential for this role.
Job Description
Who you are
You have 1-2 years of experience as a Quality Analyst or in call auditing within a collections or customer service process. Your attention to detail and proactive approach enable you to monitor and audit collection calls effectively, ensuring compliance with company policies and regulatory guidelines. You are proficient in both English and Hindi, which is essential for communicating with team members and stakeholders.
You possess strong analytical skills, allowing you to evaluate call quality and provide constructive feedback to collection agents. Your ability to identify process gaps and recommend actionable solutions enhances overall performance and customer satisfaction. You are comfortable conducting periodic calibration sessions with team leads and stakeholders to ensure alignment in quality standards.
What you'll do
In this role, you will audit outbound collection calls to ensure compliance with company policies and regulatory guidelines. You will evaluate call quality and provide constructive feedback to collection agents, helping them improve their performance. You will identify process gaps and recommend actionable solutions to enhance overall performance. Conducting periodic calibration sessions with team leads and stakeholders will be a key responsibility to ensure alignment in quality standards.
You will prepare detailed reports on quality trends, agent performance, and areas for improvement. Collaborating with training teams to design refresher modules based on audit findings will be part of your role. You will ensure adherence to quality metrics and participate in internal reviews and quality checks. Additionally, you will support any investigations or escalations with relevant call records and findings.
What we offer
At Paytm, we believe in creating wealth for our employees. With over 500 million registered users and 21 million merchants, we are in a unique position to democratize credit for deserving consumers and merchants. Join us in shaping India's largest digital lending story.
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