Customer Services - Team Leader - Quality - West

Customer Services - Team Leader - Quality - West Wagle Estate, Thane, Maharashtra, India Full TimeJob DescriptionManage 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. .