Quality Analyst (North Delhi)

Job Summary We are looking for a detail-oriented and analytical Quality Assurance (QA) Executive to monitor and evaluate the quality of loan processing, customer interactions, and compliance within our Payday Loan operations. The candidate will ensure adherence to internal policies, regulatory guidelines, and service standards to enhance overall operational efficiency and customer satisfaction. Key Responsibilities - Monitor and audit loan applications, underwriting decisions, and disbursement processes. - Evaluate customer interactions (calls, chats, emails) for quality, accuracy, and compliance. - Identify process gaps, errors, and potential risks in loan processing. - Ensure adherence to RBI guidelines and NBFC regulatory compliance. - Prepare QA reports, scorecards, and performance dashboards. - Provide feedback and training inputs to operations and sales teams. - Work closely with Risk, Credit, and Operations teams to improve quality standards. - Track and analyze recurring errors and recommend corrective actions. - Conduct calibration sessions with stakeholders to maintain consistency in evaluations. Key Requirements - Bachelors degree in Finance, Business Administration, or related field. - 13 years of experience in QA / Audit / Operations in NBFC, Fintech, or Banking. - Strong understanding of Payday Loans / Personal Loans processes. - Knowledge of RBI regulations and compliance standards for NBFCs. - Valuable analytical and problem-solving skills. - Excellent communication and reporting skills. - Proficiency in MS Excel and reporting tools. Preferred Skills - Experience in call auditing and quality frameworks. - Knowledge of CRM and Loan Management Systems (LMS). - Attention to detail and ability to work with large datasets. Key Performance Indicators (KPIs) - Error rate reduction in loan processing - Compliance adherence score - Quality audit scores - Process improvement implementation - Customer satisfaction (CSAT) improvement Why Join Us - Opportunit .