Job Description :
Job Title: Quality Manager - Customer Service & Grievance Management
BU & Company: Unsecured Lending | Muthoot Finance Ltd.
Reporting To: Lead - Training & Quality
Role Purpose: Manages the quality framework across Toll-Free Service, Welcome Calling, Email, and Regulatory Grievance teams to ensure strict compliance, high resolution quality, and optimal CX.
Key Responsibilities:
Quality Monitoring: Audits inbound calls, welcome calls, email responses, and complaint closures for accuracy, empathy, process adherence, and compliance.
Grievance & Regulatory Governance: Reviews RBI/regulatory complaint responses prior to closure. Supports Nodal Officer in maintaining regulatory standards and internal escalation frameworks.
Calibration & Scorecards: Develops quality scorecards and runs alignment calibration sessions with Operations and Training teams to ensure evaluation consistency.
RCA & Continuous Improvement: Analyzes repeat complaints and service failures. Recommends Corrective and Preventive Actions (CAPA) to Ops, IT, and Process teams.
Coaching & Reporting: Provides structured feedback to supervisors. Publishes daily/weekly quality MIS on error trends, compliance deviations, and action plans.
Audit Support: Mainatins audit-ready documentation for internal audits and RBI inspections. Leads QA Analysts/Auditors.
Requirements & Metrics:
Profile: 6-10 years BFSI/NBFC Quality experience (focus on service, complaint, and regulatory audits). Graduate required MBA preferred. Deep knowledge of RBI grievance guidelines.
Success Metrics: Higher QA scores, reduced repeat complaints/audit observations, and timely CAPA closures.
