Operational Excellence Lead

3 days ago

Delhi, Delhi, India beBeeFieldQuality Full time ₹ 1,04,000 - ₹ 1,30,878

Key Responsibilities

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We are looking for a Field Quality Manager to lead and manage a team of Field Quality Analysts. The role involves auditing field visits conducted by Collection Agents at customer addresses. This 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 our code of conduct and SOPs.

We Expect From You

Manage a team of Field Quality Analysts for effective & efficient audit of field visits done by Navi Field Collection Agents to customers' 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

Oversee 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 our 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

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