CST Operations- Senior Associate

About Us:

Paytm is India’s leading digital payments and financial services company, which is focused on driving consumers and merchants to its platform by offering them a variety of payment use cases. Paytm provides consumers with services like utility payments and money transfers, while empowering them to pay via Paytm Payment Instruments (PPI) like Paytm Wallet, Paytm UPI, Paytm Payments Bank Netbanking, Paytm FASTag and Paytm Postpaid - Buy Now, Pay Later. To merchants, Paytm offers acquiring devices like Soundbox, EDC, QR and Payment Gateway where payment aggregation is done through PPI and also other banks’ financial instruments. To further enhance merchants’ business, Paytm offers merchants commerce services through advertising and Paytm Mini app store. Operating on this platform leverage, the company then offers credit services such as merchant loans, personal loans and BNPL, sourced by its financial partners.

About Team:

CST Team owns the first wall of direct interaction of customers with Paytm. We make systems and processes to provide customers with world class experience in answering their queries or solving any issues they might have faced. Also, the newer understanding and insights we get from customers helps us to improve Paytm overall and create new features wherever required.

About the role

1. Defining Scope of training and preparation for training delivery - training need. 

2. Customize training materials / program, sample data preparation.

3. Understand Training need requirements, create modules accordingly and train agents across all centers.

4. Evaluate training materials for content sufficiency and propose updates as necessary to achieve maximum efficiency.

Expectations/ Requirements:

1. Evaluate employee performance to gauge where skills are lacking.

2. Create training programs to address skill gaps in employees.

3. Prepare learning materials for programs.

4. Develop on boarding programs for new employees.

5. Conduct surveys to gauge the effectiveness of programs.

6. Research new teaching methods.

7. An impeccable command over written and spoken English.

8. Must possess the ability to converse, handle and operate with internal/external


9. Ability to train and upskill senior trainers and display industry-based expertise.

Superpowers/ Skills that will help you succeed in this role :

1. Prior experience as a trainer or a similar position.

2. Excellent interpersonal and communication skills.

3. Ability to identify gaps in skills.

4. Knowledge of various teaching methods and approaches.

5. Excellent organizational skills.

Education : Graduate/Post Graduate  preferred. 

Why join us :

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!

Job Type
Full Time
70 days ago

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