Team Lead - Process Excellence (Field Audit)

Location: Mumbai

About the Team The Process Excellence team at Navi is focused on maintaining and elevating the quality of customer interactions. As the quality audit function, the team conducts regular audits of agent communications—across calls, chats, and other channels—to ensure accuracy, consistency, and compliance. The team also ensures compliance across different verticals and runs multiple initiatives in coordination with business team stakeholders to drive key business metrics. Insights from these audits are used to drive continuous improvement through targeted training, helping agents close knowledge or process gaps and deliver a consistently excellent customer experience.

About the Role

This role involves leading and managing a team of Field Quality Analysts (Field QAs) responsible for auditing field visits conducted by Navi's Collection Agents at customer addresses. The role requires strategic planning and execution to ensure efficient audit coverage, guiding the team to meet monthly targets while maintaining high standards of quality and compliance. This is a full-time, office-based role. The employee is expected to work from the office during non-field visit days. The candidate will oversee daily field operations, conduct regular follow-ups, and provide on-site training to enhance customer interaction and contactability. A key responsibility includes identifying audit anomalies, refining sampling methods, and ensuring strict adherence to Navi's code of conduct and SOPs. The role also involves conducting daily team huddles, reviewing audit findings, and ensuring that the team remains updated on all internal policies, products, and service offerings

What We Expect From You

Managing a team of ground Field Quality Analysts (Field QAs) for effective & efficient audit of field visits done by Navi Field Collection Agents to Navi customers addresses.

Ensure proper visit planning for effective audit through strong execution; guide and motivate the team of Field QAs to reach monthly audit coverage targets

Overview of day-to-day field analyst activities, including regular audit coverage monitoring, in-person visits for on site training, and regular & timely follow-ups with Field QAs

Managing Field QAs in multiple cities (Mumbai, Pune, Ahmed Nagar, Nasik, etc) and doing field visits in each of these cities in regular frequency (Minimum 40 visits in a month)

Guide Field QAs to increase contactability with customers and train the team on parameters such as locating customers, how to properly interact with the customer, etc.

Ensure Audits happen in adherence with the Navi's code of conduct

Ensure Field QAs regularly attend all meetings, AHMs, and training sessions as required

Highlight anomaly patterns found during audit and improve sampling criteria for audit

Ensure that the team adheres to SOPs related to Field Audit, such as timely updation of audit findings for assigned cases, conducting in-depth review and audit of findings of Field QAs, and presenting a synthesis of audit findings on a daily basis

Run daily team stand-up/ huddle, ensure attendance and process adoption by the Field QA

Ensure that you and the team are up to date on all relevant circulars and all products/services offered

Must Haves

Strong communication and influencing skills

Comfort with Field visits

Strong team management skills

Quality Audit experience is preferred but not mandatory

Should have a valid driving licence and a working vehicle for commuting

Should have a geographical understanding of the specified area and fluency in the local language

2 - 5 years of people management experience in sales, operations, customer experience or collections role

Should have a working knowledge of MS Excel and Google Sheets

Should have high professional ethics and integrity