Quality Analyst-AI Voice Call-QC

About Us: 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. About the Team: The AI Operations team is responsible for building, launching, and scaling AI-powered voice and Agentic AI solutions across Paytm’s merchant ecosystem. The team works closely with Business, Product, Technology, Data, QA, and Operations teams to drive AI-led automation across merchant engagement, retention, activation, support, and service journeys. The team owns the complete operational lifecycle of AI campaigns — from use-case identification and conversational journey design to voice-bot creation, prompt development, testing, deployment, performance monitoring, and continuous optimization. About the Role: We are looking for a Quality Analyst – AI Voice Call QC who will own the quality of AI voice agent conversations across merchant-facing campaigns. The role will involve listening to AI call recordings, auditing transcripts against the prompt and business rules, identifying conversation and compliance gaps, writing and refining prompts, and validating that fixes improve call quality in production. The candidate should have a strong combination of call quality auditing, prompt engineering, conversational