Auditor - Quality Assurance Specialist

5 days ago


Bengaluru, Karnataka, India Epifi Full time
Job Title: Auditor - Quality Assurance Specialist

About the Role:

The Quality Assurance Specialist will be part of the very first Quality Assurance team for Video Based Customer Identification process (V-CIP) of Fi Capital. The role will play a crucial part in ensuring the accuracy, compliance, and quality of customer identification process of our lending program.

Responsibilities:

  • Conduct comprehensive audits of recorded VCIP calls to ensure VCIP relationship managers have adhered to standard operating procedures (SOP) prior to approval of VCIP
  • Verify and ensure every VCIP call is compliant with regulatory guidelines and internal policies, document any deviations or non-compliance issues
  • Assess the quality of customer interactions, document and provide detailed feedback to the VCIP team and Quality Assurance teams, highlighting areas of improvement and best practices
  • Identify potential patterns in operational risks, such as fraud, identity theft, and suspicious activities, during VCIP calls
  • Assist in the development and delivery of training programs for VCIP relationship managers to enhance overall performance and quality of VCIP process
  • Work closely with the user risk teams and other relevant departments to ensure a holistic approach to risk management and customer onboarding
  • Stay updated on the latest VCIP technology, regulations, and industry trends to continuously improve audit processes and standards

Requirements:

  • Minimum of 4 years of experience in customer service, customer onboarding, risk management, or a similar role within the BSFI industry, preferably in a phone/video banking/telesales setup
  • At least 1 year of experience in quality control department within BSFI industry, preferably in a phone/video banking/telesales setup
  • Bachelor's or Master's degree/diploma from a recognized institution
  • Experience in working with Excel & SaaS platforms for quality audit and quality process
  • Excellent communication skills in English & Hindi. Proficiency in regional languages such as Kannada, Tamil, Telugu & Malayalam will be an added advantage


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