Call Quality Analyst - Associate- MHD Job in Noida at Paytm

Paytm is hiring for the role of Call Quality Analyst - Associate- MHD!

Responsibilities of the Candidate:

• Monitoring of transactions as per process guidelines
• Providing event-based and frequency-based feedback
• Collecting data on the CTQs as defined in the SLA and track the same
• Assisting Ops in identifying training needs for the agents and process level issues that can help improve performance
• Participating in team huddles and providing brief on Quality performance in the process
• Brief new agents joining the process and explain how the quality function operates in the process
• Co-ordinate all process improvement initiatives 

Requirements:

• Ability to work in a continually challenging environment
• Understanding of end-to-end processes and appreciation of critical parameters
• Knowledge of MS Office – Excel, PowerPoint, Word
• Good communication skills (English/Hindi)
• Good analytical skills – to be tested through Quality Aptitude Test
• Self-initiated and zeal for continuous improvement
• Minimum 1 Year of Experience in Agent/Center Quality