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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. Paytms 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 workplace 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 prospects 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. Indias largest digital lending story is brewing here. Its your prospect to be a part of the story! .