Executive II - Quality Analyst (Field Audit)

Executive II - Quality Analyst (Field Audit)

Location: Jaipur

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 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 India’s

fastest-growing financial services organisations. But we’re just getting started!

Our Culture

At Navi, we’re 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 you’re 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.

We’re 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.