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 Summary:
We are seeking an experienced Quality & Training Lead to drive service excellence across our contact center operations. The ideal candidate will manage call quality programs, design and deliver training initiatives, coach teams, and ensure continuous improvement and operational performance.
The candidate must have strong proficiency in Kannada and Telugu and a solid understanding of contact center operations. Knowledge of additional South Indian languages (Tamil, Malayalam) or other regional languages will be an advantage.
Key Responsibilities:
1) Quality Management
- Develop, implement, and manage call quality monitoring frameworks and evaluation scorecards.
- Conduct regular call audits across voice channel.
- Analyze quality trends, identify improvement opportunities, and recommend corrective actions.
- Deliver actionable feedback to Track quality KPIs and ensure adherence to defined service standards and compliance requirements.
- Prepare and present quality reports, dashboards, and insights to management.
2) Training & Development:
- Conduct training needs analysis and identify skill gaps.
- Design and deliver new-hire, refresher, process, product, and behavioral training programs.
- Create and maintain training materials, SOPs, knowledge bases, and learning content.
- Evaluate training effectiveness through assessments, certifications, and performance tracking.
- Partner with operations teams to drive continuous learning and performance improvement.
- Conduct coaching sessions and calibration exercises with agents and team leaders.
3) Stakeholder Management:
- Collaborate closely with Operations, HR, and Business Leaders to improve process quality.
- Lead quality and training reviews with stakeholders.
- Support process transitions and new launches.
- Ensure alignment between training outcomes and business objectives.
Required Qualifications:
- Bachelor's degree in any discipline.
- 5–10 years of experience in contact center operations, with significant exposure to both Quality Assurance and Training functions.
- Experience managing quality and training programs for multilingual teams.
- Strong knowledge of quality frameworks, coaching methodologies, and adult learning principles.
- Proficiency in MS Excel, PowerPoint, and reporting tools.
Language Requirements (Mandatory):
- Fluent in Kannada and Telugu .
- Ability to conduct training sessions and quality calibrations in these languages.
- Knowledge of Tamil and/or Malayalam will be an added advantage.
- Knowledge of Hindi and English preferred.
Key Skills:
- Contact Center Quality Management
- Training Design & Delivery
- Call Monitoring & Audits
- Coaching & Feedback
- Performance Improvement
- Customer Experience Management
- Root Cause Analysis
- Data Analysis & Reporting
- Stakeholder Management
- Process Excellence
- Preferred Candidate Profile
- Strong communication and presentation skills.
- Experience supporting customer service teams across South Indian markets.
- Ability to influence stakeholders and drive behavioral change.
- Comfortable working in a fast-paced, high-volume contact center environment.
- Willingness to travel occasionally between Bengaluru and Noida, if required.
