Trainer & Quality - Deputy Manager - Paytm Travel (CST)

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.

We are seeking an experienced and detail-oriented Trainer and Quality Analyst to join our team. The ideal candidate will have a strong background in the travel and tourism industry, with proven expertise in both developing talent through effective training programs and ensuring service excellence through quality monitoring and process improvement.

Training and Development: Design, develop, and deliver training programs for new hires and existing employees, with a focus on customer service, destination knowledge, and operational procedures.

Quality Monitoring: Conduct daily audits and monitor processes to ensure accuracy, policy compliance, and service quality.

Performance Analysis: Identify skill gaps, conduct needs analysis (TNA), and provide targeted coaching to improve first call resolution (FCR) and overall agent performance.

Process Improvement: Investigate discrepancies, perform root cause analysis, and recommend corrective actions to prevent issues from recurring.

Data and Reporting: Create and manage reports, dashboards, and other MIS to support business decisions and track performance.

Travel Systems: Utilize Global Distribution Systems (GDS) such as Amadeus and Sabre for tasks like flight bookings, fare calculations, ticketing, and refunds.

Collaboration: Work closely with operations, training, and management teams to drive quality initiatives and address client escalations.

4+ years of experience in a training and/or quality analyst role within the travel and tourism industry.

Proficiency in GDS systems (Amadeus, Sabre) and strong knowledge of airline policies.

Proven ability to design and deliver engaging training modules and create training content (e.g., PPTs, manuals).

Skilled in data analysis and reporting using MS Office, especially Excel.

Exceptional communication, mentoring, and problem-solving skills.

A Bachelor of Arts degree is preferred.

A Diploma in Tourism Management is a plus.

Education: Graduation/Post Graduation

1.  A collaborative output driven program that brings cohesiveness across businesses through technology 

2.  Improve the average revenue per use by increasing the cross-sell opportunities

3.  A solid 360 feedback from your peer teams on your support of their goals

4.  Respect, that is earned, not demanded from your peers and manager

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!