Team Lead - Process Excellence (Field Audit)

Team Lead - Process Excellence (Field Audit)

Location: Delhi

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. The candidate will oversee daily field operations, conduct regular follow-ups, and provide on-site training to enhance customer interaction and contact ability. 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

● Guide Field QAs to increase contact ability 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

● 2 - 5 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.