Quality Auditor (call audit)

As a Quality Analyst at our Fintech/NBFC operations in Sukhdev Vihar, New Delhi, your role is crucial in ensuring compliance with regulatory standards, internal policies, and customer service benchmarks. You will play a key part in driving continuous improvement and maintaining high service quality in a fast-paced financial services environment. **Key Responsibilities:** - Conduct quality audits of customer service interactions, loan processing calls, and financial advisory communications to ensure adherence to internal guidelines and regulatory norms. - Analyze customer engagement patterns and provide actionable feedback to improve service quality and operational efficiency. - Collaborate with customer support, collections, and operations teams to implement process improvements that enhance customer experience. - Identify compliance gaps and escalate risks or irregularities in line with audit protocols. - Maintain accurate documentation of audit findings, customer feedback, and quality trends to support ongoing improvements and regulatory reporting. - Contribute to training and development initiatives by sharing audit insights and helping teams stay updated on process changes and financial product knowledge. - Stay informed about evolving regulatory requirements and internal policy updates relevant to the NBFC/Fintech space. **Qualifications:** - Bachelor's degree in Finance, Commerce, Business Administration, or related field. - 2 years of experience as a Quality Auditor or Analyst, preferably in a Fintech or NBFC setup. - Strong knowledge of financial services processes, customer service protocols, and compliance standards. - Excellent verbal and written communication skills. - Proficiency in MS Office (Excel, Word, PowerPoint) and audit/reporting tools. - Ability to work independently and collaboratively in a high-growth, data-driven environment. Please note that the company details were not explicitly mentioned in the provided job description.,