Process Trainer - Assistant Manager - Merchant Lending
Paytm Services Private LimitedBengaluru/Bangalore
Not disclosed
Work from Office
Full Time
Min. 5 yearsJob Description
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.
- Ensure alignment between training outcomes and business objectives.
Required Qualifications:
- Bachelor's degree in any discipline.
- 5–10 years of experience in contact center operations, with significant exposure to both Quality Assurance and Training functions.
- Experience managing quality and training programs for multilingual teams.
- Strong knowledge of quality frameworks, coaching methodologies, and adult learning principles.
- Proficiency in MS Excel, PowerPoint, and reporting tools.
Language Requirements (Mandatory):
- Fluent in Kannada and Telugu .
- Ability to conduct training sessions and quality calibrations in these languages.
- Knowledge of Tamil and/or Malayalam will be an added advantage.
- Knowledge of Hindi and English preferred.
Key Skills:
- Contact Center Quality Management
- Training Design & Delivery
- Call Monitoring & Audits
- Coaching & Feedback
- Performance Improvement
- Customer Experience Management
- Root Cause Analysis
- Data Analysis & Reporting
- Stakeholder Management
- Process Excellence
- Preferred Candidate Profile
- Strong communication and presentation skills.
- Experience supporting customer service teams across South Indian markets.
- Ability to influence stakeholders and drive behavioral change.
- Comfortable working in a fast-paced, high-volume contact center environment.
- Willingness to travel occasionally between Bengaluru and Noida, if required.
Experience Level
Senior LevelJob role
Work locationBengaluru, Karnataka
DepartmentCustomer Support
Role / CategoryQuality Assurance - Other
Employment typeFull Time
ShiftDay Shift
Job requirements
ExperienceMin. 5 years
About company
NamePaytm Services Private Limited
Job posted by Paytm Services Private Limited
Similar jobs you can apply for
Business OperationsOperations Head
Salad and Healthy food based kitchenBTM Layout, Bengaluru/Bangalore
₹35,000 - ₹40,000
Work from OfficeFull TimeMin. 5 years
Basic English
Customer Success Executive
EarlyjobsHSR Layout, Bengaluru/Bangalore
₹15,500 - ₹25,000
Work from OfficeFull TimeAny experienceGood (Intermediate / Advanced) English
Accounts Executive
Srinivasa & LokeshGandhi Nagar, Bengaluru/Bangalore
₹9,000 - ₹15,000
Work from OfficeFull TimeAny experienceGood (Intermediate / Advanced) EnglishRestaurant General Manager
Jubilant Foodworks LimitedMarathahalli, Bengaluru/Bangalore
₹37,000 - ₹40,000
Work from OfficeFull TimeMin. 3 yearsGood (Intermediate / Advanced) EnglishHR Manager
Bombay Intelligence Security LtdKalyan Nagar, Bengaluru/Bangalore
₹30,000 - ₹40,000
Work from OfficeFull TimeMin. 2 yearsBasic English
Customer Retention Executive - Voice / Blended
Glympse Human Capital ServicesBTM Layout, Bengaluru/Bangalore
₹25,000 - ₹51,000*
Work from OfficeFull TimeAny experienceGood (Intermediate / Advanced) EnglishYou can expect a minimum salary of 0 INR. The salary offered will depend on your skills, experience and performance in the interview.
The candidate should have completed the required education and people who have 5 to 10 years are eligible to apply for this job. You can apply for more jobs in Bengaluru/Bangalore to get hired quickly.
The candidate should have sound communication skills and sound communication skills for this job.
Both Male and Female candidates can apply for this job.
No, it's not a work from home job and can't be done online. You can explore and apply for other work from home jobs in Bengaluru/Bangalore at apna.
No work-related deposit needs to be made during your employment with the company.
Go to the apna app and apply for this job. Click on the apply button and call HR directly to schedule your interview.
The last date to apply for this job is . For more details, download apna app and find Full Time jobs in Bengaluru/Bangalore . Through apna, you can find jobs in 64 cities across India. Join NOW!