Job
Description
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 conduct quality audits, analyze customer engagement patterns, and collaborate with various teams to drive continuous improvement and maintain 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. - Analyze customer engagement patterns and provide actionable feedback for service quality improvement. - Collaborate with customer support, collections, and operations teams to implement process enhancements. - Identify compliance gaps, escalate risks, and maintain accurate documentation of audit findings. - Contribute to training initiatives by sharing audit insights and staying updated on regulatory requirements. - Stay informed about regulatory updates relevant to the NBFC/Fintech space. Qualifications: - Bachelor's degree in Finance, Commerce, Business Administration, or related field. - 12 years of experience as a Quality Auditor or Analyst in a Fintech/NBFC setup. - Strong knowledge of financial services processes, customer service protocols, and compliance standards. - Excellent verbal and written communication skills. - Proficiency in MS Office and audit/reporting tools. - Ability to work independently and collaboratively in a high-growth, data-driven environment. As a Quality Analyst, you will need to demonstrate key competencies in Quality Assurance & Compliance, Analytical & Critical Thinking, Regulatory Awareness (RBI/NBFC Guidelines), and a Customer-Centric Mindset. 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 conduct quality audits, analyze customer engagement patterns, and collaborate with various teams to drive continuous improvement and maintain 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. - Analyze customer engagement patterns and provide actionable feedback for service quality improvement. - Collaborate with customer support, collections, and operations teams to implement process enhancements. - Identify compliance gaps, escalate risks, and maintain accurate documentation of audit findings. - Contribute to training initiatives by sharing audit insights and staying updated on regulatory requirements. - Stay informed about regulatory updates relevant to the NBFC/Fintech space. Qualifications: - Bachelor's degree in Finance, Commerce, Business Administration, or related field. - 12 years of experience as a Quality Auditor or Analyst in a Fintech/NBFC setup. - Strong knowledge of financial services processes, customer service protocols, and compliance standards. - Excellent verbal and written communication skills. - Proficiency in MS Office and audit/reporting tools. - Ability to work independently and collaboratively in a high-growth, data-driven environment. As a Quality Analyst, you will need to demonstrate key competencies in Quality Assurance & Compliance, Analytical & Critical Thinking, Regulatory Awareness (RBI/NBFC Guidelines), and a Customer-Centric Mindset.
