Job Description

About Us: Paytm is India\'s leading financial services company that offers full-stack payments and financial solutions to consumers, offline merchants, and online platforms. The company is on a mission to bring half a billion Indians into the mainstream economy through payments, commerce, banking, investments, and financial services. One97 Communications Limited, which owns the brand Paytm, was founded by Vijay Shekhar Sharma. About the team: ERM team is responsible to manage the top tier merchants of EDC Portfolio. Team regularly interacts with their assigned merchants and provide proactive service assistance. Team does merchant profiling to understand the upsell/cross sell opportunities. About the role: 1.Monitoring of transactions as per process guidelines 2.Providing event-based and frequency-based feedback 3.Collecting data on the CTQs as defined in the SLA and track the same 4.Assisting Ops-AMs in identifying training needs for the agents and process level issues that can help improve performance 5.Participating in team huddles and providing brief on Quality performance in the process 6.Brief new agents joining the process and explain how the quality function operates in the process 7.Co-ordinate all process improvement initiatives Expectations/ Requirements: 1.At least 1 year in Quality and at least 2 year in BPO (apart from Quality Experience) 2.Ability to work in a continually challenging environment 3.Understanding of end-to-end processes and appreciation of critical parameters 4.Knowledge of MS Office - Excel, PowerPoint, Word 5.Good communication skills (English/Hindi) 6.Good analytical skills - to be tested through Quality Aptitude Test 7.Self-initiated and zeal for continuous improvement Superpowers/skills that will help you succeed in this role 1. High level of drive, initiative, and self-motivation 2. Outstanding customer service skills and dedication to providing exceptional customer care require a self-motivator and self-starter. 3. Ability to multitask and successfully operate in a fast paced, team environment 4. Must adapt well to change and successfully set and adjust priorities as needed. 5. High level of drive, initiative, and self-motivation 6. Ability to take internal and external stakeholders along 7. Love for simplifying 8. Growth Mindset Why join us 1. A collaborative output driven program that brings cohesiveness across businesses through technology 2. Improve the average revenue per use by increasing the cross-sell opportunities 3. A solid 360 feedback from your peer teams on your support of their goals 4. 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 an enviable 500 million+ registered users, 21 million+ merchants, and a depth of data in our ecosystem, we are in a unique position to democratize credit for deserving consumers and 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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