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Job Description
Role Purpose:
Drive service performance, merchant satisfaction, and operational excellence through analytics, automation, process improvements, and program management.
Key Responsibilities:
- Improve TAT, SLA, CSAT, FTR, and Reopen Rate.
- Ensure correct ticket resolution and high service quality.
- Analyze service data, build dashboards, and generate actionable insights.
- Identify and drive automation and process improvement opportunities.
- Partner with Product and Tech teams for service enhancements.
- Launch new service programs, campaigns, SOPs, and training content.
- Monitor merchant feedback and implement corrective actions.
- Drive governance reviews and performance improvement initiatives across regions.
Skills Required:
- Business Analytics & Business Analysis
- Dashboarding (Power BI/Tableau/Excel)
- Process Improvement & Automation
- Program Management
- Stakeholder Management
Success Metrics:
- TAT & SLA Adherence
- Merchant Satisfaction (CSAT)
- Resolution Accuracy
- Reopen Rate Reduction
- Productivity Improvement
- Automation Impact
- Successful Program Launches
Skills
Business AnalysisData AnalyticsSQLAnalyticsBusiness AnalysisBusiness AnalyticsDashboardingProcess ImprovementAnalyticsBusiness AnalystAnalystIf a job posting appears fraudulent, asks for payment, contains misleading information, or violates our guidelines, please report it immediately. Our team will review it promptly, Jobaaj does not charge any fee from the applicants.
About Company
Paytm, India's leading digital payments platform, revolutionizes the way people transact, shop, and manage finances. Paytm Careers present exciting opportunities for individuals seeking to shape the future of fintech. Joining Paytm means becoming part of an innovative team committed to driving financial inclusion and technological advancement. Whether in engineering, product management, marketing, or customer service, Paytm fosters a culture of creativity and collaboration, empowering employees to thrive. Explore diverse career paths, contribute to groundbreaking projects, and embark on a rewarding journey of professional growth with Paytm Careers.
Important dates & deadlines?
Application Deadline
27 Sep 26, 02:31 PM IST
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Paytm - Business Analyst
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