Assistant Manager - Quality Assurance

Muthoot Fincorp Limited

Hyderabad

Not disclosed

Work from Office

Full Time

Min. 3 years

Job Details

Job Description

Assistant Manager-Quality

ROLE SUMMARY (PURPOSE)

The Quality Auditor (QA) in Muthoot Fincorp’s call center monitors calls to ensure compliance with company policies and RBI regulations, evaluates agent performance and provides feedback. They generate reports, identify improvement areas, and collaborate with teams to enhance service quality and customer satisfaction.

ORGANIZATIONAL CHART

KEY RESPONSIBILITIES

Areas of Responsibility	Description
Call Monitoring and Auditing	Listen to and evaluate recorded or live customer calls to assess agent performance. Ensure compliance with company policies, regulatory requirements (RBI and company guidelines), and service standards. Analyze call data and identify areas of improvement for agent behavior, product knowledge, and compliance.
Quality Assurance & Reporting	Maintain detailed call audit records and prepare quality assurance reports for management. Generate regular reports on KPIs such as Average Handling Time (AHT), Customer Satisfaction (CSAT), First Call Resolution (FCR), and Compliance Scores. Identify trends, errors, or inefficiencies and recommend corrective actions to enhance performance.
Feedback & Coaching	Provide actionable feedback to agents to improve communication, compliance, and customer service skills. Conduct periodic coaching and training sessions based on audit findings to ensure continuous improvement. Collaborate with Team Leads to design improvement programs for underperforming agents.
Compliance & Risk Management	Ensure that all calls meet the regulatory standards set by RBI and other relevant financial authorities. Identify potential risks or breaches of compliance and escalate to the appropriate departments. Monitor adherence to internal risk and compliance protocols.
Process Improvement	Collaborate with operational teams to improve existing processes and enhance the customer experience. Suggest updates to quality standards, training materials, and customer interaction scripts to ensure consistency and effectiveness.

KEY INTERACTIONS

Internal Stakeholders	External Stakeholders
Call Center Executives Team Leads/Manager Trainer Branch Operations/Customer Services	Customers

KEY SKILLS & BEHAVIOURAL ATTRIBUTES

Excellent knowledge of RBI guidelines and NBFC regulations.
Strong analytical and problem-solving skills.
Proficiency in using quality monitoring tools and call center technology.
Excellent verbal and written communication skills.
Attention to detail and a high degree of accuracy.
Behavioral Attributes- Driven and in alignment with our Purpose “Transforming the life of the common man by improving their financial well-being” and anchored by our core value of integrity, collaboration, and excellence.

EDUCATION / EXPERIENCE

Minimum Qualification: Any Graduate. Certification in Quality Management or Six Sigma.
Nature of Experience: 3+ years of experience in quality auditing within a call centre, preferably in an NBFC or banking sector.

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