M1 Manager - Quality Customer Support

PAYU PAYMENTS PRIVATE LIMITED About the Team Join PayU's dynamic Inbound Sales Team in Gurgaon, where innovation meets opportunities in the fast-paced fintech industry. Our team is at the forefront of digital payments solutions, working with diverse clients from startups to enterprise-level businesses. We foster a collaborative environment that values expertise, customer-centricity, and results-driven performance. As part of our pre-sales function, you'll work closely with sales executives, technical teams, and product specialists to deliver exceptional customer experiences and drive business growth.

About The Role We are seeking a skilled and detail-oriented Quality Manager to oversee and enhance the quality standards of our customer service operations. The ideal candidate will be responsible for developing, implementing, and maintaining quality assurance processes to ensure exceptional service delivery, customer satisfaction, and adherence to company & compliance policies.

Responsibilities Quality Assurance and Monitoring

• 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.

Team Development and Training

• 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.

Performance Analysis

• Analyse 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.
• Weekly/Monthly management meetups

Process Improvement

• 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

Compliance & Risk Management

• Ensure all customer interactions comply with company policies, industry standards, and regulatory requirements
• Identify potential risks and implement measures to mitigate them.

Customer Feedback Management

• Gather and analyse customer feedback to identify recurring issues and work on resolving root causes.
• Liaise with cross-functional teams to address customer pain points effectively.

Requirements Essential Qualifications:

• Bachelor’s degree in Business Administration, Quality Management, or a related field.
• Proven experience of 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.

Preferred Qualifications

• Certification in Six Sigma, ISO, or other quality management methodologies is a plus.
• Location Gurgaon
• 5 days from office
• Fintech background
• Salesforce knowledge
• 8-10years work experience

Key Competencies

• Attention to detail
• Leadership and coaching abilities
• Customer centric mindset
• Proficiency in data analysis and reporting
• Adaptability and resilience under pressure
• Strong analytical and problem-solving abilities

About Us At PayU, we are a global fintech investor and our vision is to build a world without financial borders where everyone can prosper. We give people in high growth markets the financial services and products they need to thrive. Our expertise in 18+ high-growth markets enables us to extend the reach of financial services. This drives everything we do, from investing in technology entrepreneurs to offering credit to underserved individuals, to helping merchants buy, sell, and operate online. Being part of Prosus, one of the largest technology investors in the world, gives us the presence and expertise to make a real impact. Find out more at www.payu.com

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. 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).