Key Responsibilities
- Lead end-to-end quality monitoring for calls, tickets, emails, and digital interactions across inbound, outbound, grievance handling, and collections processes.
- Design, review, and periodically update quality audit frameworks, scorecards, and evaluation guidelines in line with business objectives and regulatory requirements.
- Conduct regular audits to ensure adherence to RBI guidelines, Fair Practice Code (FPC), grievance redressal norms, and internal SOPs.
- Perform regular Quality (QRC) monitoring of external partners, vendors, and service providers, including call audits, ticket reviews, and process adherence checks, to ensure partner activities are aligned with regulatory and contractual obligations.
- Identify partner-level gaps, non-compliances, and behavioral deviations, and drive corrective and preventive actions (CAPA) through structured feedback, governance reviews, and action tracking.
- Analyze audit results to identify trends, root causes, repeat issues, and systemic risks, and share actionable insights with internal stakeholders and partners.
- Drive agent-level and process-level feedback mechanisms including coaching, calibration sessions, and refresher training recommendations.
- Partner with Operations, Compliance, Product, and Partner Management teams to implement quality and compliance improvements.
- Monitor repeat complaints, escalations, audit failures, and partner-related issues, and recommend process enhancements to mitigate customer and regulatory risk.
- Ensure timely and accurate reporting of quality metrics, audit outcomes, partner QRC findings, and compliance dashboards to management.
- Support regulatory audits, internal audits, partner audits, and external inspections by providing audit evidence, documentation, and clarifications.
- Explore and support automation initiatives, including AI-based quality audits and digitization of QRC monitoring processes.
Key Skills & Qualifications
- Graduate / Postgraduate in any discipline.
- 58 years of experience in Quality Assurance roles within BFSI / NBFC.
- Strong understanding of RBI regulations, Fair Practice Code, grievance handling norms, and partner governance frameworks.
- Experience in partner/vendor quality audits and compliance reviews.
- Hands-on experience with call monitoring tools, CRM systems, and QA dashboards.
- Strong analytical, reporting, and stakeholder management skills.
- Ability to work independently, manage escalations, and influence cross-functional and partner teams.
- Exposure to AI-driven QA tools or automation initiatives is an added advantage.
Interested candidates can directly share their CV at - [Confidential Information] along with their current and expected compensation details.
