Call Quality Analyst -MHD Enterprise || VRM ||

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. Role – Virtual Relationship Manager (TL/AM) We are hiring a QA cum Trainer for the VRM (Virtual Relationship Manager) process to ensure high-quality customer interactions, process compliance, and continuous skill development of the VRM team. The role combines call quality audits, team coaching, and training delivery to drive consistent performance across all VRM activities. Key Responsibilities Quality Assurance (VRM-Focused) ● Monitor VRM calls and evaluate performance based on communication, accuracy, compliance, and call flow. ● Audit welcome calls, periodic engagement calls, and issue resolution interactions. ● Identify gaps in merchant pitch, product explanation, objection handling, and ticket resolution process. ● Track adherence to VRM SOPs, scripts, and merchant communication guidelines. ● Maintain VRM-specific QA scorecards, audits, weekly quality dashboards, and RCA reports. Training & Coaching (VRM Process) ● Conduct onboarding training for new VRMs on: ○ Paytm/Business processes ○ VRM call flows ○ Merchant lifecycle & products ○ Tools (CRM, dialer, ticketing platform) ○ Script usage & call etiquette ● Provide refresher and corrective training based on QA findings. ● Conduct live call barging, mock calls, and coaching sessions to improve merchant handling. ● Develop VRM-specific training content: SOPs, product decks, objection-handling sheets, FAQs. ● Lead certification and skill assessments for VRM batches. Performance & Process Improvement ● Work closely with Operations to improve key VRM KPIs: ○ Connect rate ○ Resolution rate ○ Ticket closure accuracy ○ Compliance & documentation ○ Merchant satisfaction ● Share insights and recommendations to refine scripts, improve call flows, and reduce errors. ● Act as a Subject Matter Expert (SME) for VRM workflows, merchant journeys, and product updates. Required Skills & Experience ● 2–3 years of experience in VRM, Merchant Support, Relationship Management, or Call Center roles. ● Prior QA or Training experience preferred (inbound/outbound calling environments). ● Strong communication, coaching, and facilitation skills. ● Understanding of dialer systems, CRM tools, ticketing systems, and VRM workflows. ● Ability to review calls, detect improvement areas, and convert findings into training plans. Preferred Attributes ● Detail-oriented with strong process understanding. ● Analytical mindset with the ability to drive performance improvements. ● Strong stakeholder management (Ops, Product, Quality). ● Ability to handle multiple trainings, audits, and reporting tasks. Why 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 manager Compensation: If you are the right fit, we believe in creating wealth for you With enviable 500 mn+ registered users, 21 mn+ merchants and depth of data in our ecosystem, we are in a unique position to democratize credit for deserving consumers & merchants – and we are committed to it. India’s largest digital lending story is brewing here. It’s your opportunity to be a part of the story!