Call Quality Analyst MHD Enterprise || VRM ||

Noida - India

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

About Us :Paytm is Indias 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.

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

23 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. Indias largest digital lending story is brewing here. Its your opportunity to be a part

of the story!

We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.

Required Experience:

About Us :Paytm is Indias 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 th...