Process Quality - Associate- MHD
Job Summary
Job Description
- Address merchant concerns and complaints daily.
- Ensure all tasks are resolved within defined TAT.
- Maintain a high standard of merchant experience.
- Monitor transactions as per process guidelines.
- Provide event-based and frequency-based feedback.
- Collect and track CTQ data as defined in SLA.
- Assist Ops in identifying training needs for agents.
- Assist Ops in identifying process level issues.
- Participate in team huddles.
- Provide brief on Quality performance in the process.
- Brief new agents on quality function operations.
- Coordinate all process improvement initiatives.
- A collaborative output driven program.
- Improve average revenue per use by increasing cross-sell opportunities.
- Solid 360 feedback from your peer teams on your support of their goals.
- Respect, that is earned, not demanded from your peers and manager.
- Opportunity to create wealth.
4 skills required
Job Details
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 a high standard of merchant experience.
Expectations/ Requirements
- Minimum 1 Year of Experience in Agent/Center Quality
- 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
Competencies Required
- 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
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!
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