Job Description

Key Responsibilities:

Lead Generation Process Quality:

Conduct regular audits of the lead generation process to ensure all quality standards are met.

Monitor the accuracy, completeness, and timeliness of lead data, ensuring adherence to company-defined guidelines.

Identify areas for improvement and work with the lead generation team to implement corrective actions.

Credit Process Quality:

Perform quality checks on the credit team's workflows and documentation to ensure compliance with internal and regulatory standards.

Monitor application processing times, approval ratios, and other key performance indicators to identify quality issues or bottlenecks.

Collaborate with the credit team to ensure accurate, ethical, and timely credit evaluations.

Customer Service Quality:

Audit customer interactions to ensure adherence to company policies, responsiveness, and resolution accuracy.

Review communication standards and recommend improvements for a consistent and customer-focused experience.

Provide feedback to customer service representatives to enhance service quality and address any identified gaps.

Grievance Management Quality:

Monitor the grievance resolution process to ensure prompt and effective handling of customer complaints.

Review grievance logs and responses, assessing for accuracy, empathy, and compliance with regulatory requirements.

Identify recurring issues or areas for process enhancement, recommending corrective actions to relevant teams.

Reporting and Analysis:

Compile reports on quality metrics and audit findings for review by senior management, highlighting trends, risks, and areas for improvement.

Utilize quality data to identify training needs and work with relevant teams to develop and implement training initiatives.

Assist in setting quality targets and KPIs for each department and continuously track performance against these benchmarks.

Continuous Improvement:

Proactively recommend and help implement process improvements to enhance quality and efficiency across departments.

Stay updated on best practices within the financial services industry and contribute ideas to maintain high standards of service.

Qualifications:

Bachelor's degree in a related field (e.g., Business Administration, Finance, or equivalent experience).

2+ years of experience in quality assurance, preferably in a financial or loan services company.

Strong understanding of quality control techniques, auditing practices, and relevant compliance standards.

Excellent analytical and attention-to-detail skills, with the ability to identify patterns and drive improvements.

Proficient in MS Office Suite; familiarity with quality management tools and CRM systems is a plus.

Strong interpersonal and communication skills, with the ability to work collaboratively across teams.

Preferred Skills:

Experience in quality assurance within a loan or financial services environment.

Knowledge of industry regulations, compliance requirements, and best practices.

Certification in quality management (e.g., Six Sigma, CQIA) is a plus.

Job Types: Full-time, Permanent

Pay: ?30,000.00 - ?45,000.00 per month

Benefits:

• Flexible schedule
• Health insurance
• Leave encashment
• Paid sick time
• Paid time off
• Provident Fund

Schedule:

• Day shift

Experience:

• total work: 1 year (Required)

Work Location: In person