M1 Manager - Quality Customer Support

**Job Description:** **Role Overview:** Join PayU's dynamic Inbound Sales Team in Gurgaon, where innovation meets opportunities in the fast-paced fintech industry. As a Quality Manager, you will be responsible for overseeing and enhancing the quality standards of customer service operations. You will work closely with the team to ensure exceptional service delivery, customer satisfaction, and compliance with company policies. **Key Responsibilities:** - Design and implement quality standards, procedures, and guidelines for the customer service team. - Monitor and evaluate customer interactions (calls, emails, chats, etc.) for compliance with quality standards. - Provide actionable feedback and recommendations to team members to improve performance. - Identify training needs and collaborate with the training team to design and deliver targeted coaching programs. - Conduct periodic workshops to ensure teams are aligned with quality expectations and best practices. - Analyze quality metrics (e.g., CSAT, MSAT, NPS, FCR, response time, resolution time) to identify trends and improvement areas. - Prepare detailed reports and present findings to management with recommendations for enhancement. - Collaborate with the operations and customer experience teams to refine workflows and reduce inefficiencies. - Drive initiatives to enhance customer satisfaction and improve team productivity along with service quality levels. - Ensure all customer interactions comply with company policies, industry standards, and regulatory requirements. - Identify potential risks and implement measures to mitigate them. - Gather and analyze customer feedback to identify recurring issues and work on resolving root causes. - Liaise with cross-functional teams to address customer pain points effectively. **Qualifications Required:** - Bachelor's degree in Business Administration, Quality Management, or a related field. - Proven experience as a Quality Manager or similar role in a customer service environment. - Strong knowledge of quality assurance frameworks and customer service KPIs. - Excellent analytical, problem-solving, and decision-making skills. - Proficiency in customer service platforms and quality monitoring tools (e.g., CRM systems, call monitoring software). - Strong communication and interpersonal skills, with the ability to provide constructive feedback. - Certification in Six Sigma, ISO, or other quality management methodologies is a plus. - Location: Gurgaon - 5 days in the office - Fintech background - Salesforce knowledge - 8-10 years of work experience **Additional Details:** At PayU, we are a global fintech investor with a vision to build a world without financial borders where everyone can prosper. Our commitment to building a diverse and inclusive workforce is reflected in our efforts to create a safe and inclusive environment for all individuals, irrespective of gender, color, or personal faith. We offer a positive workplace, a dynamic environment, access to cutting-edge concepts, and 5000+ training courses to support your growth and development. **Job Description:** **Role Overview:** Join PayU's dynamic Inbound Sales Team in Gurgaon, where innovation meets opportunities in the fast-paced fintech industry. As a Quality Manager, you will be responsible for overseeing and enhancing the quality standards of customer service operations. You will work closely with the team to ensure exceptional service delivery, customer satisfaction, and compliance with company policies. **Key Responsibilities:** - Design and implement quality standards, procedures, and guidelines for the customer service team. - Monitor and evaluate customer interactions (calls, emails, chats, etc.) for compliance with quality standards. - Provide actionable feedback and recommendations to team members to improve performance. - Identify training needs and collaborate with the training team to design and deliver targeted coaching programs. - Conduct periodic workshops to ensure teams are aligned with quality expectations and best practices. - Analyze quality metrics (e.g., CSAT, MSAT, NPS, FCR, response time, resolution time) to identify trends and improvement areas. - Prepare detailed reports and present findings to management with recommendations for enhancement. - Collaborate with the operations and customer experience teams to refine workflows and reduce inefficiencies. - Drive initiatives to enhance customer satisfaction and improve team productivity along with service quality levels. - Ensure all customer interactions comply with company policies, industry standards, and regulatory requirements. - Identify potential risks and implement measures to mitigate them. - Gather and analyze customer feedback to identify recurring issues and work on resolving root causes. - Liaise with cross-functional teams to address customer pain points effectively. **Qualifications Required:** - Bachelor's degree in Business Administration, Quality Management, o