Manager - Team Lead - Process Excellence (Field Audit) (S5)

About the Team
The Process Excellence team at Navi is focused on maintaining and elevating the quality
of customer interactions. As the quality audit function, the team conducts regular audits
of  agent  communications—across  calls,  chats,  and  other  channels—to  ensure
accuracy,  consistency,  and  compliance.  The  team  also  ensures  compliance  across
different  verticals  and  runs  multiple  initiatives  in  coordination  with  business  team
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.

About the Role
This  role  involves  leading  and managing a team of Field Quality Analysts (Field QAs)
responsible for auditing field visits conducted by Navi's Collection Agents at customer
addresses. The role 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.  This  is  a  full-time,  office-based  role.  The  employee  is
expected to work from the office during non-field visit days.

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 Navi's code of conduct and SOPs. The role also involves
conducting  daily  team  huddles,  reviewing audit findings, and ensuring that the team
remains updated on all internal policies, products, and service offerings.  

What We Expect From You
Managing a team of ground Field Quality Analysts (Field QAs) for effective & efficient
audit of field visits done by Navi Field Collection Agents to Navi customer's 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
●  Overview  of 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
●  Managing Field QAs in multiple cities (Delhi NCR, Lucknow, Kanpur etc) and doing field visits in
each of these cities in regular frequency (Minimum 40 visits in a month)
●  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 the Navi's 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
Must Haves
●  Strong communication and influencing skills
●  Comfort with Field visits
●  Strong team management skills
●  Quality Audit experience is preferred but not mandatory

●  Should have valid driving licence and a working vehicle for commute
●  Should have a geographical understanding of specified area and fluency in the
local language
● years of people management experience in sales, operations, customer
experience or collections role
●  Should have a working knowledge of MS Excel and Google Sheets
●  Should have high professional ethics and integrity

Inside Navi
We  are  shaping the future of financial services for a billion Indians through products
that  are  simple,  accessible,  and  affordable.  From  Personal  &  Home  Loans  to  UPI,
Insurance, Mutual Funds, and Gold — we're building tech-first solutions that work at
scale, with a strong customer-first approach.  

Founded  by  Sachin  Bansal  &  Ankit  Agarwal  in  2018,  we  are  one  of  India's
fastest-growing financial services organisations. But we're just getting started
Our Culture
The Navi DNA  
Ambition. Perseverance. Self-awareness. Ownership. Integrity.
We're looking for people who dream big when it comes to innovation. At Navi, you'll be
empowered  with  the  right  mechanisms  to  work  in  a  dynamic  team  that  builds and
improves  innovative  solutions.  If  you're  driven to deliver real value to customers, no
matter the challenge, this is the place for you.
We chase excellence by uplifting each other—and that starts with every one of us.

Why You'll Thrive at Navi
At Navi, it's about how you think, build, and grow. You'll thrive here if:
●  You're impact-driven : You take ownership, build boldly, and care about making
a real difference.
●  You strive for excellence : Good isn't good enough. You bring focus, precision,
and a passion for quality.
●  You  embrace  change  :  You  adapt  quickly,  move  fast,  and  always  put  the
customer first.

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