Process Trainer - Assistant Manager - Merchant 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.

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.