Team Lead

4 weeks ago

GTB Nager, India Navi Full time

Location: Delhi

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. 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 customer's 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

● 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 improving 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 valid driving licence and a working vehicle for commute

● Should have a geographical understanding of 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

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