Auditor

About our Organization

Our team focuses on maintaining and elevating the quality of customer interactions. We conduct regular audits of agent communications—to ensure accuracy, consistency, and compliance.

We ensure compliance across different verticals and run multiple initiatives in coordination with business 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.

Job Responsibilities:

• Leading a team of auditors responsible for auditing field visits conducted by collection agents at customer addresses.
• Strategic planning and execution to ensure efficient audit coverage, guiding the team to meet targets while maintaining high standards of quality and compliance.
• Overseeing daily operations, conducting regular follow-ups, and providing on-site training to enhance customer interaction and contactability.
• Identifying audit anomalies, refining sampling methods, and ensuring adherence to our code of conduct and SOPs.
• Conducting daily team huddles, reviewing audit findings, and ensuring that the team remains updated on all internal policies, products, and service offerings.

Key Expectations:

• Managing a team of auditors for effective & efficient audit of field visits done by collection agents to customer addresses.
• Ensure proper visit planning for effective audit through strong execution; guide and motivate the team to reach targets.
• Overview of day-to-day activities, including regular audit coverage monitoring, in-person visits for on-site training, and regular & timely follow-ups.
• Managing auditors in multiple cities and doing field visits in each city in regular frequency.
• Guide auditors 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 our code of conduct.
• Ensure auditors regularly attend all meetings, AHMs, and training sessions as required.
• Highlight anomaly patterns found during audit and improve sampling criteria.
• Ensure that the team adheres to SOPs related to Field Audit, such as timely updation of audit findings, conducting in-depth review, and presenting a synthesis of audit findings.
• Run daily team stand-up/huddle, ensure attendance and process adoption by the auditor.
• Ensure that you and the team are up to date on all relevant circulars and products/services offered.

Requirements:

• Strong communication and influencing skills.
• Comfort with Field visits.
• Strong team management skills.
• Quality Audit experience is preferred but not mandatory.
• A valid driving license and a working vehicle for commuting are required.
• A geographical understanding of the specified area and fluency in the local language are required.
• 2 - 5 years of people management experience in sales, operations, customer experience or collections role.
• A working knowledge of MS Excel and Google Sheets is required.
• High professional ethics and integrity are essential.

Benefits:

• A competitive compensation package.
• Ongoing training and development opportunities.
• A dynamic and supportive work environment.

Others:

• A chance to make a real difference in customer experiences.
• A collaborative and fast-paced work environment.