Call Quality Analyst- MHD
Noida, Mohali, DehradunFull-time2–5 yrsPosted 3 months ago
Mid-level customer support role at Paytm Payments Services in Noida, Mohali and 1 more city. Needs 2+ years and a degree.
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.
What you'll do
- 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
What you need
- Communication
- Customer handling
Good to have
- MS Office