Customer Service - Governance & Compliance Analyst

Role Purpose - Will be responsible for ensuring adherence to organizational standards, regulatory requirements, and internal quality benchmarks across customer service processes. The role involves conducting concurrent process audits, monitoring communication channels, identifying and highlighting gaps proactively to enhance customer experience and ensure operational compliance.

Key Responsibilities

1. Call & Emails Monitoring - Conduct review of inbound/outbound call quality and adherence to scripts, communication standards, and compliance protocols.
2. Complaints Monitoring - Audit complaint cases to ensure accurate logging, timely resolution, root-cause analysis, and proper closure. Verify compliance with internal SOPs and regulatory requirements/TAT for grievance handling.
3. Message Delivery Observation - Review SMS/WhatsApp/Email communication workflows for timely and accurate delivery.
4. Repricing Process Audit Review sample repricing cases to ensure adherence to defined repricing policies and timelines. Identify exceptions and ensure documentation accuracy.
5. KFS & Agreement Dispatch Sheet Audit Conduct fortnightly reviews
6. Refund and Part Payment Audit – Conduct sample review of refund and part payment cases to confirm process adherence and timely processing.
7. CRM Audit – Conduct review of to ensure adherence to defined workflows, proper categorization, tagging, documentation, and case handling quality.
8. Process improvements in line with Regulatory requirements – Work closely with compliance team for implementation of any new processes or to fix any deviations with respect to regulatory norms.

Qualifications & Competencies required

• Graduate/Postgraduate Degree
• Min 3–5 years of experience in Customer Service Quality, Audit, Compliance, or related roles—preferably in BFSI/NBFC/HFC sector.
• Understanding of customer service operations and compliance guidelines.
• Eye for detail with excellent analytical and documentation skills.

Interested candidates can share their CV at shilpa.sharma@aavas.in

Thanks and Regards,

Shilpa