Quality Analyst

KEY RESPONSIBILITIES

A. Quality Monitoring & Auditing

• Conduct regular quality audits of microfinance branch and field operations.
• Review customer onboarding, KYC, loan processing, documentation, disbursement and collection processes.
• Monitor adherence to company policies, SOPs and operational guidelines.
• Identify process deviations, control gaps and potential operational risks.
• Conduct sample-based verification of customer and loan-related transactions.
• Ensure proper documentation and maintenance of audit/quality records.

B. Customer Interaction & Call/Field Quality

• Monitor customer interactions and assess them against defined quality parameters.
• Evaluate communication quality, customer handling, transparency and adherence to approved scripts/processes.
• Identify instances of mis-selling, incorrect communication, coercive collection practices or policy violations.
• Conduct customer verification calls/visits wherever required.
• Escalate serious customer complaints, fraud indicators and policy violations to the appropriate authority.

C. Compliance & Process Adherence

• Ensure adherence to applicable regulatory requirements and internal compliance standards.
• Check whether mandatory customer communication, consent and documentation requirements are properly followed.
• Identify recurring non-compliance issues and recommend corrective actions.
• Support internal audits and regulatory/compliance reviews when required.

D. Data Analysis & Reporting

• Prepare daily/weekly/monthly quality reports.
• Analyse quality scores, error trends, process deviations and branch/area-wise performance.
• Identify root causes of recurring quality issues.
• Maintain quality dashboards and MIS.
• Provide actionable insights to Operations and Business teams.

E. Corrective & Preventive Actions

• Work with Branch, Area and Regional teams to close identified quality gaps.
• Track corrective action plans and ensure timely closure.
• Recommend process improvements based on audit findings.
• Conduct follow-up audits to verify improvement.

F. Training & Feedback

• Provide constructive feedback to field and branch employees based on quality observations.
• Support training initiatives on SOPs, customer handling, documentation and compliance.
• Identify knowledge gaps and recommend targeted training.
• Share recurring errors and best practices with the Operations team.

3. MANDATORY LANGUAGE REQUIREMENT

The candidate MUST be proficient in:

Hindi + Any ONE of the following:

• Kannada, OR
• Tamil

Hindi is mandatory. Kannada or Tamil is also mandatory.

The candidate should be able to communicate effectively in the required languages with customers, field employees and branch teams.

Preferred: Ability to read, write and understand the required regional language in addition to conversational proficiency.Role & responsibilities

Preferred candidate profile