Customer Services - Team Leader - Quality - West

Kotak Securities Limited; Thane; Presencial; INR 800.000 - 1.200.000; Jornada completa

Descripción de la vacante

Darwinbox Digital Solutions Pvt. Ltd. invites applications for an on-site Customer Services - Team Leader - Quality role in Thane, Maharashtra. You will lead a team of Quality Auditors, ensuring audits meet targets and TAT.

Responsibilities include overseeing VRM/Dealer call audits, ensuring SEBI/regulatory adherence, and driving improvements in customer experience and process efficiency.

Formación

• Experience in leading quality audits for customer service operations.
• Strong knowledge of regulatory guidelines and sales-conduct standards.
• Ability to analyse trends and drive process improvements.

Responsabilidades

• Manage and guide a team of Quality Auditors, ensuring targets, accuracy and TAT.
• Oversee audits of VRM/Dealer calls and client interactions across services.
• Ensure adherence to SEBI/regulatory guidelines and internal policies.
• Identify gaps in compliance, mis-selling, and processes and escalate.
• Conduct calibration and quality checks for audit consistency.
• Analyse trends and provide inputs for business improvement.
• Collaborate with Business, Training, Compliance and Operations on corrective actions.
• Prepare and present quality MIS and risk areas to stakeholders.
• Drive continuous improvement in quality, compliance and customer experience.

Conocimientos

Quality audits

Team leadership

Regulatory compliance

Process improvement

Customer experience

Descripción del empleo

Customer Services - Team Leader - Quality - West Wagle Estate, Thane, Maharashtra, India Full Time

Job Description

• Manage and guide a team ofQuality Auditors, ensuring audit targets, accuracy and TAT areconsistently met.
• Oversee audits of VRM/Dealercalls and other client interactions covering business acquisition,investments, account opening, trading and service-related activities.
• Ensure adherence toSEBI/regulatory guidelines, internal policies, processes and sales-conductstandards.
• Identify and upscale criticalcompliance, mis-selling, process, and customer-impacting gaps.
• Conduct regular calibration andquality checks to ensure consistency and accuracy of audits.
• Analyse audit trends andprovide actionable inputs for business improvement, includingopportunities to improve conversion, client engagement, process efficiencyand customer experience.
• Identify recurring gaps andwork with Business, Training, Compliance and Operations teams oncorrective actions and improvement plans.
• Prepare and present qualityMIS, key trends, risk areas and business improvement recommendations tostakeholders.
• Drive continuous improvement inquality, compliance, customer experience and business outcomes.