What is this role about :
You will be part of the very first Quality Assurance team for " Video Based Customer Identification process (V-CIP) of Fi Capital and you will play a crucial role in ensuring the accuracy, compliance, and quality of customer identification process of our lending program.
Responsibilities:
- Conduct comprehensive audits of recorded VKYC calls to ensure VKYC relationship managers have adhered to standard operating procedures (SOP) prior to approval of VKYC calls.
- Verify and ensure every VKYC call is compliant with regulatory guidelines and internal policies, document any deviations or non-compliance issues.
- Assess the quality of customer interactions, document and provide detailed feedback to the VKYC team and Quality Assurance teams, highlighting areas of improvement and best practices.
- Identify potential patterns in operational risks, such as fraud, identity theft, and suspicious activities, during VKYC calls.
- Assist in the development and delivery of training programs for VKYC relationship managers to enhance overall performance and quality of VKYC process.
- Work closely with the user risk teams and other relevant departments to ensure a holistic approach to risk management and customer onboarding.
- Stay updated on the latest VKYC technology, regulations, and industry trends to continuously improve audit processes and standards.
Apply If You Have:
- Minimum of 4 years of experience in customer service, customer onboarding, risk management, or a similar role within the BSFI industry, preferably in a phone/video banking/telesales setup.
- At least 1 year of experience in quality control department within BSFI industry, preferably in a phone/video banking/telesales setup.
- Bachelor’s or Master’s degree/ diploma from a recognized institution.
- Experience in working with Excel & SaaS platforms for quality audit and quality process.
- Excellent communication skills in English & Hindi. Proficiency in regional languages such as Kannada, Tamil, Telugu & Malayalam will be an added advantage.
