Quality & Operation Executive

2 months ago

Noida Uttar Pradesh, India xcel marketing Full time

**Job Title**: Quality & Operations Executive - Loans and Credit Cards
**Location**: [Location]
**Reports to**: Operations Manager / Quality Manager

**Salary: 15000 - 20000**

**Experience: 1 year (Relevant)**

**Job Summary**:
**Key Responsibilities**:
1. **Operations Management**:

- Collaborate with various departments (sales, risk, underwriting) to ensure smooth operations and a seamless customer experience.
- Ensure that all operational processes are aligned with company policies and regulatory requirements.
- Identify bottlenecks and inefficiencies in operational processes, suggesting improvements to enhance productivity.

2. **Quality Assurance**:

- Conduct regular audits and quality checks on processed loans and credit cards to maintain accuracy and compliance.
- Review customer interactions and service delivery to ensure that customers receive high-quality service.
- Implement corrective actions based on audit findings, ensuring that quality concerns are promptly addressed.

3. **Compliance & Risk Management**:

- Ensure that all loan and credit card processes comply with regulatory requirements such as KYC (Know Your Customer), AML (Anti-Money Laundering), and other applicable financial regulations.
- Identify and address potential risks in loan processing and credit card approvals, ensuring that risk management protocols are followed.
- Stay updated on regulatory changes and implement necessary adjustments in processes to maintain compliance.

4. **Process Improvement & Optimization**:

- Continuously evaluate loan and credit card operational workflows to identify areas for process improvement.
- Implement initiatives that optimize operational efficiency, reduce processing time, and enhance the overall customer experience.
- Collaborate with the product and technology teams to automate processes, reduce manual work, and improve service delivery.

5. **Reporting & Documentation**:

- Maintain accurate records of all loan and credit card transactions, ensuring that they are accessible for audits and regulatory reviews.
- Prepare detailed reports on key operational and quality metrics, including approval rates, turnaround times, and error rates.
- Document process changes, quality control measures, and audit findings to ensure continuous improvement.

6. **Customer Satisfaction**:

- Monitor and address customer feedback related to loans and credit card services, ensuring timely resolution of issues.
- Work closely with customer service teams to resolve complaints and escalations, ensuring a high level of customer satisfaction.
- Analyze trends in customer complaints and feedback to implement preventive measures and improve service quality.

7. **Team Coordination & Training**:

- Provide feedback and training to loan officers, credit card processing teams, and customer service representatives to enhance operational efficiency and quality.
- Assist in the development of training programs aimed at improving compliance, risk management, and customer service skills.
- Coordinate with cross-functional teams to ensure alignment between operational goals and quality standards.

**Qualifications and Skills**:

- Bachelor’s degree in Business Administration, Finance, or a related field.
- Proven experience in operations and quality assurance, particularly in loan processing or credit card services.
- Knowledge of financial regulations, including KYC, AML, and risk management.
- Strong analytical skills with attention to detail.
- Excellent communication and interpersonal skills.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Proficient in MS Office (Excel, Word, PowerPoint) and loan/credit card processing software.

**Preferred**:

- Experience in the banking or financial services industry.
- Certification in Quality Management or Operations (Six Sigma, ISO, etc.).
- Familiarity with quality management systems and operational excellence frameworks.

**Work Environment**:

- The role may involve coordination with internal teams (sales, risk, underwriting) and external stakeholders.
- May require flexibility in working hours to meet operational deadlines and customer needs.

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

Pay: ₹15,000.00 - ₹20,000.00 per month

Schedule:

- Day shift

Supplemental Pay:

- Commission pay
- Performance bonus
- Yearly bonus

**Experience**:

- total work: 1 year (required)

Work Location: In person

Application Deadline: 17/10/2024

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