Process Auditor

1 week ago

Ahmedabad Gujarat, India Chinmay Finlease Limited Full time

**Key Responsibilities**:
**Lead Generation Process Quality**:

- Conduct regular audits of the lead generation process to ensure all quality standards are met.
- Monitor the accuracy, completeness, and timeliness of lead data, ensuring adherence to company-defined guidelines.
- Identify areas for improvement and work with the lead generation team to implement corrective actions.

**Credit Process Quality**:

- Perform quality checks on the credit team's workflows and documentation to ensure compliance with internal and regulatory standards.
- Collaborate with the credit team to ensure accurate, ethical, and timely credit evaluations.

**Customer Service Quality**:

- Audit customer interactions to ensure adherence to company policies, responsiveness, and resolution accuracy.
- Review communication standards and recommend improvements for a consistent and customer-focused experience.
- Provide feedback to customer service representatives to enhance service quality and address any identified gaps.

**Grievance Management Quality**:

- Monitor the grievance resolution process to ensure prompt and effective handling of customer complaints.
- Review grievance logs and responses, assessing for accuracy, empathy, and compliance with regulatory requirements.
- Identify recurring issues or areas for process enhancement, recommending corrective actions to relevant teams.

**Reporting and Analysis**:

- Compile reports on quality metrics and audit findings for review by senior management, highlighting trends, risks, and areas for improvement.
- Utilize quality data to identify training needs and work with relevant teams to develop and implement training initiatives.
- Assist in setting quality targets and KPIs for each department and continuously track performance against these benchmarks.

**Continuous Improvement**:

- Proactively recommend and help implement process improvements to enhance quality and efficiency across departments.
- Stay updated on best practices within the financial services industry and contribute ideas to maintain high standards of service.

**Qualifications**:

- Bachelor’s degree in a related field (e.g., Business Administration, Finance, or equivalent experience).
- 2+ years of experience in quality assurance, preferably in a financial or loan services company.
- Strong understanding of quality control techniques, auditing practices, and relevant compliance standards.
- Excellent analytical and attention-to-detail skills, with the ability to identify patterns and drive improvements.
- Proficient in MS Office Suite; familiarity with quality management tools and CRM systems is a plus.
- Strong interpersonal and communication skills, with the ability to work collaboratively across teams.

**Preferred Skills**:

- Experience in quality assurance within a loan or financial services environment.
- Knowledge of industry regulations, compliance requirements, and best practices.
- Certification in quality management (e.g., Six Sigma, CQIA) is a plus.

**Job Types**: Full-time, Permanent

Pay: ₹30,000.00 - ₹45,000.00 per month

**Benefits**:

- Flexible schedule
- Health insurance
- Leave encashment
- Paid sick time
- Paid time off
- Provident Fund

Schedule:

- Day shift

**Experience**:

- total work: 1 year (required)

Work Location: In person

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