
Quality Assurance Executive
1 week ago
**Key Responsibilities**:
**1. Lead Generation Department**:
- Audit tele-caller productivity and lead conversion effectiveness.
- Evaluate quality of customer interaction, adherence to fair practice, and compliance with communication protocols.
- Identify training needs and recommend process improvements based on findings.
**2. Credit Department**:
- Perform daily audits of new loan disbursals - both manually and system-approved.
- Review manually approved repeat loans and sample declined loans to assess credit decision quality.
- Monitor adherence to credit underwriting norms and documentation policies.
**3. Collection Department**:
- Monitor collection executives’ performance, call logs, and follow-ups, especially on PTP commitments.
- Check real-time connectivity.
- Review agency collections, incentives, and audit collection efforts against delinquency trends.
**4. Customer Service Team**:
- Evaluate resolution timelines, communication quality, and query closure processes.
- Track escalations and identify areas of recurring customer dissatisfaction.
**5. Grievance Redressal and Legal**:
- Audit grievance redressal logs and track TAT for resolution.
- Review allocation and progress of legal cases, including proper documentation and timely follow-ups.
- Ensure proper tagging and closure of customer grievances in line with regulatory expectations.
**6. Accounts and Finance**:
- Review incentive calculation and disbursement processes for accuracy.
- Validate documentation of accounting entries related to customer refunds, penalties, and reconciliations.
- Assist in cross-checking financial reporting inputs from an operational accuracy standpoint.
**7. Human Resources (HR)**:
- Audit onboarding, attendance, and process adherence as per SOP.
- Support audit of training programs and measure their effectiveness via operational audit outcomes.
**Job Types**: Full-time, Permanent
Pay: ₹30,000.00 - ₹40,000.00 per month
**Benefits**:
- Health insurance
Schedule:
- Day shift
Work Location: In person
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