P1 Analyst - Quality Customer Support

About the Team:

Our dedicated Care team is the heartbeat of customer success, providing 24/7 support and expert guidance to ensure seamless payment experiences for businesses and their customers. We turn challenges into solutions with empathy and expertise, making every interaction count while safeguarding trust in the PayU ecosystem.

About the Role:

The Quality Auditor in Customer Service is responsible for evaluating the performance of customer service representatives to ensure adherence to company standards, policies, and procedures. This role involves monitoring and reviewing interactions between customers and service agents, providing feedback, and working closely with the team to improve overall service quality and customer satisfaction.

Responsibilities:

Monitoring & Evaluation

  - Conduct regular audits of customer interactions, including phone calls, emails, live chats, and other communication channels.  - Assess the quality of service provided by customer service representatives against established benchmarks and criteria.

  - Ensure compliance with company policies, procedures, and regulatory requirements.

Feedback & Coaching

  - Provide detailed and constructive feedback to customer service representatives based on audit findings.

  - Collaborate with team leaders and supervisors to develop personalized coaching plans aimed at improving agent performance.

  - Facilitate training sessions or workshops as needed to address common areas of improvement.

Reporting & Documentation

  - Document audit results and maintain accurate records of evaluations, including scores, feedback, and action plans.

  - Generate regular reports on audit findings, trends, and overall service quality for management review.

  - Identify patterns and recurring issues, and recommend changes to policies or procedures where necessary.

Process Improvement & Initiatives

  - Participate in the continuous improvement of quality assurance processes and standards.

  - Provide insights and recommendations for enhancing customer service practices based on audit results.

  - Work with management to develop and implement quality assurance programs and metrics.

Compliance & Standards

  - Ensure that all customer interactions meet the required quality standards and comply with relevant legal and regulatory requirements.

  - Stay updated on industry best practices and incorporate them into the quality audit process.

Collaboration & Communication

  - Collaborate with other departments, such as training, operations, and HR, to ensure a cohesive approach to service quality.

  - Serve as a point of contact for quality-related inquiries and issues.

  - Communicate audit results and action plans effectively across the organization.

Requirements:

• Multiple process review and gap identification
• Corrective action and process improvement
• Automation/ simplification of process steps to reduce manual intervention and improve turn-around time 
• Reports automation
• Monitor & evaluate agents based on policy / process notes
• NPS / MSAT – Closing loop on customer’s feedback.
• RCAs of complaints
• Drive projects with product team

• Strong working knowledge of Excel
• Familiarity with Pareto analysis and other QC tools
• Experience in QC customer service / Process improvement / reporting

Preferred

• Sigma Certification (Green/Black belt)
• Experience in Fintech / other customer service industry

Qualifications

Bachelor / Master’s degree from reputed college

What we offer?

• A positive, get-things-done workplace
• A dynamic, constantly evolving space (change is par for the course – important you are comfortable with this).
• An inclusive environment that ensures we listen to a diverse range of voices when making decisions.
• Ability to learn cutting edge concepts and innovation in an agile start-up environment with a global scale.
• Access to 5000+ training courses accessible anytime/anywhere to support your growth and development (Corporate with top learning partners like Harvard, Coursera, Udacity).

About us:

PayU, India's leading diversified fintech platform with Prosus as an investor, operates businesses that are regulated by the Reserve Bank of India and offers advanced solutions to meet the digital financial services needs of customers (merchants, banks, and consumers).

PayU provides payment gateway solutions to online businesses through its cutting-edge and award-winning technology and has empowered 4.5 lakhs+ businesses, including India’s leading enterprises, e-commerce giants and SMBs. It enables businesses to collect digital payments across 100+ online payment methods such as Credit Cards, Debit Cards, Net Banking, EMIs, pay-later, QR, UPI, Wallets, and more. It’s a preferred partner in the affordability ecosystem, offering the maximum coverage of issuers and easy-to-implement integrations across card-based EMIs, pay-later options and new-age cardless EMIs. PayU offers e-commerce brands best-in-industry success rates while ensuring a seamless checkout experience. PayU’s through its PayTech division, Wibmo provides market leading authentication and risk TSP services to leading banks in India and 30+ countries and through its NBFC, PayU Finance, it empowers 3.5 lakh+ merchants and 6 million consumers offering innovative and flexible credit solutions. Please visit: www.payu.in  for more information.

Our Commitment to Building A Diverse and Inclusive Workforce

As a global and multi-cultural organization with varied ethnicities thriving across locations, we realize that our responsibility towards fulfilling the D&I commitment is huge. Therefore, we continuously strive to create a diverse, inclusive, and safe environment, for all our people, communities, and customers. Our leaders are committed to create an inclusive work culture which enables transparency, flexibility, and unbiased attention to every PayUneer so they can succeed, irrespective of gender, color, or personal faith. An environment where every person feels they belong, that they are listened to, and where they are empowered to speak up. At PayU we have zero tolerance towards any form of prejudice whether a specific race, ethnicity, or of persons with disabilities, or the LGBTQ communities. Do we need to hire for this replacement