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 team : Merchant Helpdesk team handles merchant queries and concerns on QR code,EDC and Soundbox related issues like Payment, settlement, device related issues etc.About the role: The candidate will be responsible for addressing concerns and complaints raised by merchants on a daily basis, ensuring all tasks are resolved within the defined TAT while maintaining ahigh standard of merchant experience.Expectations/ RequirementsMinimum 1 Year of Experience in Agent/Center QualityMonitoring of transactions as per process guidelinesProviding event-based and frequency-based feedbackCollecting data on the CTQs as defined in the SLA and track the sameAssisting Ops in identifying training needs for the agents and process level issues that can help improveperformanceParticipating in team huddles and providing brief on Quality performance in the processBrief new agents joining the process and explain how the quality function operates in the processCo-ordinate all process improvement initiativesCompetencies Required:Ability to work in a continually challenging environmentUnderstanding of end-to-end processes and appreciation of critical parametersKnowledge of MS Office - Excel, PowerPoint, WordGood communication skills (English/Hindi)Good analytical skills - to be tested through Quality Aptitude TestSelf-initiated and zeal for continuous improvementWhy join us● A collaborative output driven program● Improve the average revenue per use by increasing the cross-sell opportunities● A solid 360 feedback from your peer teams on your support of their goals● Respect, that is earned, not demanded from your peers and managerCompensation: 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, weare in a unique position to democratize credit for deserving consumers & merchants - and we arecommitted to it. India's largest digital lending story is brewing here. It's your opportunity to be a partof the story!
