Customer Services - Team Leader - Quality - West
Kotak Securities · Thane
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Collected role description
<ul style="margin-top:0in;" type="disc"> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Manage and guide a team of Quality Auditors, ensuring audit targets, accuracy and TAT are consistently met.</span><p></p></li> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Oversee audits of VRM/Dealer calls and other client interactions covering business acquisition, investments, account opening, trading and service-related activities.</span><p></p></li> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Ensure adherence to SEBI/regulatory guidelines, internal policies, processes and sales-conduct standards.</span><p></p></li> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Identify and escalate critical compliance, mis-selling, process and customer-impacting gaps.</span><p></p></li> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Conduct regular calibration and quality checks to ensure consistency and accuracy of audits.</span><p></p></li> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Analyse audit trends and provide actionable inputs for business improvement, including opportunities to improve conversion, client engagement, process efficiency and customer experience.</span><p></p></li> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Identify recurring gaps and work with Business, Training, Compliance and Operations teams on corrective actions and improvement plans.</span><p></p></li> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Prepare and present quality MIS, key trends, risk areas and business improvement recommendations to stakeholders.</span><p></p></li> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Drive continuous improvement in quality, compliance, customer experience and business outcomes.</span><p></p></li> </ul>