Quality Assurance Analyst - Internal Auditor

Job Description for Quality Analyst:

Key Responsibilities:

1. Lead Generation Department:

• Audit tele-caller productivity and lead conversion effectiveness.
• Evaluate quality of customer interaction, adherence to fair practice, and compliance with communication protocols.
• Identify training needs and recommend process improvements based on findings.

2. Credit Department:

• Perform daily audits of new loan disbursals – both manually and system-approved.
• Review manually approved repeat loans and sample declined loans to assess credit decision quality.
• Monitor adherence to credit underwriting norms and documentation policies.

3. Collection Department:

• Monitor collection executives’ performance, call logs, and follow-ups, especially on PTP commitments.
• Check real-time connectivity.
• Review agency collections, incentives, and audit collection efforts against delinquency trends.

4. Customer Service Team:

• Evaluate resolution timelines, communication quality, and query closure processes.
• Audit interactions across email, call, and chat channels for service consistency and compliance.
• Track escalations and identify areas of recurring customer dissatisfaction.

5. Grievance Redressal and Legal:

• Audit grievance redressal logs and track TAT for resolution.
• Review allocation and progress of legal cases, including proper documentation and timely follow-ups.
• Ensure proper tagging and closure of customer grievances in line with regulatory expectations.

6. Accounts and Finance:

• Review incentive calculation and disbursement processes for accuracy.
• Validate documentation of accounting entries related to customer refunds, penalties, and reconciliations.
• Assist in cross-checking financial reporting inputs from an operational accuracy standpoint.

7. Human Resources (HR):

• Audit onboarding, attendance, and process adherence as per SOP.
• Support audit of training programs and measure their effectiveness via operational audit outcomes.

Skills & Competencies:

• Keen attention to detail with a strong analytical approach.
• Clear understanding of our company’s operations across customer lifecycle.
• Effective report writing and presentation skills.
• Proficiency in MS Excel, audit tools, and CRM systems.
• Strong interpersonal skills to coordinate across departments.

Job Type: Permanent

Pay: ₹30,000.00 - ₹35,000.00 per month

Benefits:

• Flexible schedule
• Health insurance
• Paid sick time
• Provident Fund

Schedule:

• Day shift

Work Location: In person