Executive II - Quality Analyst (Field Audit)

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 communicationsacross calls, chats, and other channelsto 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 focuses on ensuring the accuracy, quality, and compliance of customer visit details through comprehensive field audits. The responsibilities include conducting on-site customer verifications, cross-checking data with system records, and assessing the effectiveness of collection interactions. The position involves preparing detailed audit reports, identifying gaps, and recommending improvements. Additionally, the role supports training initiatives to align collection agents with audit standards and company policies, ensuring consistent and compliant field operations.

What We Expect From You

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 of 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

Must Haves

• 0-1 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)

About Navi

We are on a mission to make finance simple, accessible and affordable for a billion Indians. Guided by a strong customer-first approach, we are building tech-first solutions that work at scale. Our offerings include a range of financial products and services across Loans, Insurance, Mutual Funds, Digital Gold and UPI. Founded by Sachin Bansal & Ankit Agarwal in 2018, we are one of Indias fastest-growing financial services organisations. But were just getting started!

Our Culture

At Navi, were a place where ambition meets opportunity and ideas turn into impact quickly. We empower people with high ownership from the start, encouraging them to solve meaningful problems and build with excellence. Teams here work in an environment that values speed, collaboration and craftsmanship, while celebrating learning, growth and shared wins along the way. Whether youre shaping the future of fintech products or driving innovation behind the scenes, life at Navi means being part of a high-energy, talent-driven workplace where your contributions truly make a difference. Were guided by our own operating system - The Navi OS - a set of principles that shape how we work and win together.

You can explore them at navi.com/our-values to see what drives us every day. If this feels like you, Navi is the place to grow, thrive and make a real impact.