Team Lead - Process Quality Trainer - Lending Collection

About Paytm

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 Overview

We are seeking a detail-oriented and proactive Quality Analyst to join our Collections team. The ideal candidate will be responsible for monitoring and auditing collection calls, conducting regular calibrations, and providing insights to improve overall customer experience and compliance. Proficiency in both English and Hindi is essential for this role. 

Key Responsibilities

Audit outbound collection calls to ensure compliance with company policies and regulatory guidelines

Evaluate call quality and provide constructive feedback to collection agents Identify process gaps and recommend actionable solutions to enhance performance

Conduct periodic calibration sessions with team leads and stakeholders to ensure alignment in quality standards

Prepare detailed reports on quality trends, agent performance, and improvement areas

Collaborate with training teams to design refresher modules based on audit findings

Ensure adherence to quality metrics and participate in internal reviews and quality checks

Support any investigations or escalations with relevant call records and findings

Key Requirements

Minimum 1-2 years of experience as a Quality Analyst in a collections or customer service process (preferably BFSI sector/Collection)

Excellent command over spoken and written English & Hindi

Strong analytical and listening skills

Good knowledge of quality monitoring tools and MS Office (Excel, PPT)

Familiarity with CRM systems, call recording tools, and QA scorecards

Ability to work independently and manage multiple priorities in a fast-paced environment

Strong interpersonal skills with a solution-oriented approach

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!