Quality Analyst (Field Audit)

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 focuses on ensuring the accuracy, quality, and compliance of customer visit details through comprehensive field audits. The responsibilities include conducting on-site customer verifications, cross-checking data with system records, and assessing the effectiveness of collection interactions. The position involves preparing detailed audit reports, identifying gaps, and recommending improvements. Additionally, the role supports training initiatives to align collection agents with audit standards and company policies, ensuring consistent and compliant field operations. What We Expect From You The primary responsibility of this role is to conduct thorough field audits to ensure the accuracy and quality of customer visit details recorded by our collection agents. ● Field Visits: Regularly visit customer locations to verify the accuracy of information recorded by collection agents, including customer contact details, visit dates, and outcomes. ● Data Verification: Cross-reference field visit data with the information captured in our system to identify discrepancies and inconsistencies. ● Quality Assessment: Evaluate the quality of customer interactions and the effectiveness of collection efforts. ● Reporting: Prepare detailed audit reports that highlight findings, recommendations, and areas for improvement. ● Training: Assist in developing training materials and conducting training sessions for collection agents to enhance their understanding of audit standards and best practices. ● Compliance: Ensure adherence to company policies, procedures, and regulatory requirements  Must Haves ● 1+ years of experience in field work (which required traveling in field on a daily basis) ● Proven experience in field auditing or a related role (preferred not mandatory) ● Valid driver's license and reliable transportation (mandatory) ● Strong analytical and problem-solving skills ● Excellent communication and interpersonal skills ● Proficiency in using computers and relevant software (e.g., CRM systems, data analysis tools) ● Ability to work independently and as part of a team ● Experience in the collections industry (preferred) ● Knowledge of relevant regulatory requirements (preferred) ● Familiarity with geographic territories where audits will be conducted (preferred)