Process Quality - Associate - Lending

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.

We are looking for a highly motivated and detail-oriented Fresher Quality Analyst to join our team. This entry-level role is perfect for a recent graduate eager to start a career in quality assurance, process improvement, and compliance within a fast-paced environment. The ideal candidate will have strong analytical skills, a passion for excellence, and the ability to quickly learn new tools and processes.

Key Responsibilities:

Audit and Monitoring: Perform daily audits by listening to calls, reviewing emails, or reading chat transcripts to ensure agents adhere to all defined company policies, process flows, and regulatory compliance standards.

Feedback and Coaching Support: Assist senior QA members in preparing and delivering effective feedback and calibration sessions with agents and team leaders to drive performance improvement.

Reporting: Accurately log all audit results, track agent performance metrics, and assist in preparing daily/weekly Quality Assurance reports for management review.

Compliance: Ensure 100% adherence to all internal guidelines and external regulatory requirements (e.g., product knowledge, script adherence, professional etiquette).

Root Cause Analysis (RCA): Participate in meetings to analyze recurring errors or failures identified through quality checks and assist in identifying the root causes of quality defects.

Documentation: Help maintain and update quality documentation, Standard Operating Procedures (SOPs), and training material based on audit findings and process changes.

Required Qualifications:

Education: Bachelor’s degree in any stream (e.g., B.Com, B.A., B.Tech, or equivalent).

Experience: 0–1 year of professional experience. Fresh graduates are strongly encouraged to apply.

Skills:

Excellent written and verbal communication skills.

Strong analytical and listening skills with a keen eye for detail.

Basic proficiency in MS Office (especially Excel and PowerPoint) for data logging and reporting.

Ability to work independently and as part of a team in a goal-oriented environment.

Education:Graduation/Post Graduation

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 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!