Quality Analyst (Field Audit)

About Navi

Navi is one of the fastest-growing financial services companies in India providing Personal & Home Loans, UPI, Insurance, Mutual Funds, and Gold. Navi's mission is to deliver digital-first financial products that are simple, accessible, and affordable. Drawing on our in-house AI/ML capabilities, technology, and product expertise, Navi is dedicated to building delightful customer experiences.

Founders: Sachin Bansal & Ankit Agarwal

Know what makes you a Navi_ite :

1. Perseverance, Passion and Commitment

• Passionate about Navis mission and vision
• Demonstrates dedication, perseverance, and high ownership
• Goes above and beyond by taking on additional responsibilities

2. Obsession with high-quality results

• Consistently creates value for the customers and stakeholders through high-quality outcomes • Ensuring excellence in all aspects of work
• Efficiently manages time, prioritizes tasks, and achieves higher standards

3. Resilience and Adaptability

• Adapts quickly to new roles, responsibilities, and changing circumstances, showing resilience and agility.

Key Roles and Responsibilities:

The primary responsibility of this role is to conduct thorough field audits to ensure the accuracy and quality of customer visit details recorded by our collection agents.

• Field Visits:

  Regularly visit customer locations to verify the accuracy of information recorded by collection agents, including customer contact details, visit dates, and outcomes.

• Data Verification:

  Cross-reference field visit data with the information captured in our system to identify discrepancies and inconsistencies.

• Quality Assessment:

  Evaluate the quality of customer interactions and the effectiveness collection efforts.

• Reporting:

  Prepare detailed audit reports that highlight findings, recommendations, and areas for improvement.

• Training:

  Assist in developing training materials and conducting training sessions for collection agents to enhance their understanding of audit standards and best practices.

• Compliance:

  Ensure adherence to company policies, procedures, and regulatory requirements.

Key Skills & Qualifications Required:

• 1+ years of experience in field work (which required traveling in field on a daily basis)
• Proven experience in field auditing or a related role (preferred not mandatory)
• Valid driver's license and reliable transportation (mandatory)
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Proficiency in using computers and relevant software (e.g., CRM systems, data analysis tools)
• Ability to work independently and as part of a team
• Experience in the collections industry (preferred)
• Knowledge of relevant regulatory requirements (preferred)
• Familiarity with geographic territories where audits will be conducted (preferred)