Executive II - Quality Analyst (Field Audit)

About the Team

The Process Excellence team at Navi focuses on continually enhancing the quality of customer engagements. Acting as the quality audit arm, the team systematically reviews agent communications across various channels like calls and chats. Their goal is to guarantee precision, uniformity, and compliance. Working alongside business stakeholders, they drive initiatives that positively impact key metrics. Findings from these audits power targeted training programs designed to address gaps in knowledge or processes, ensuring customers receive outstanding and consistent service.

Role Overview

This position centers on validating the accuracy, quality, and regulatory compliance of customer visit information via detailed field audits. Key duties include conducting on-site customer verifications, comparing data against system records, and evaluating collection effectiveness. The role requires generating comprehensive audit reports, spotting discrepancies, and suggesting enhancements. Additionally, it supports training efforts to align collection agents with auditing standards and company guidelines to maintain uniform and compliant field operations.

Key Responsibilities

• Conduct regular visits to customer sites to validate the accuracy of collection agents' recorded information such as contact details, visit dates, and results.
• Cross-verify field data with system records to detect inconsistencies and errors.
• Assess the quality of customer interactions and the success of collection efforts.
• Prepare in-depth reports detailing audit observations, recommendations, and areas needing improvement.
• Contribute to developing training content and deliver sessions to enhance agents' knowledge of audit criteria and best practices.
• Ensure operations comply with organizational policies, procedures, and relevant regulations.

Requirements

• 0 to 1 year of hands-on field experience involving daily travel.
• Prior experience in field auditing or a similar role is advantageous but not mandatory.
• Possession of a valid driver's license and access to dependable transportation is essential.
• Strong analytical abilities and problem-solving aptitude.
• Excellent verbal and interpersonal communication skills.
• Proficient in computer usage and familiar with CRM systems and data analysis tools.
• Capable of working both independently and collaboratively within teams.
• Experience in the collections sector and understanding of applicable regulatory requirements are preferred.
• Familiarity with geographic regions where audits will take place is beneficial.

About Navi

Navi is committed to simplifying finance for one billion Indians by offering accessible and affordable financial products powered by technology. Founded in 2018 by Sachin Bansal and Ankit Agarwal, Navi encompasses services like Loans, Insurance, Mutual Funds, Digital Gold, and UPI, quickly becoming one of India's fastest-growing financial organizations.

Our Culture

At Navi, ambition meets opportunity in a dynamic environment that values ownership and rapid impact. The workplace fosters speed, teamwork, and craftsmanship, with an emphasis on learning and collective success. The company's unique operating principles, known as The Navi OS, guide daily collaboration and achievement.