Conduct regular quality audits of processes, transactions, calls, documents, or products.
Review adherence to company policies, procedures, and regulatory requirements.
Evaluate performance against predefined quality standards and KPIs.
Identify errors, process deviations, and compliance risks.
Prepare audit reports and provide detailed feedback to stakeholders.
Analyze audit findings and identify trends, root causes, and improvement prospects.
Work with operational teams to implement corrective and preventive actions.
Maintain accurate audit records and documentation.
Monitor quality metrics and prepare periodic management reports.
Participate in calibration sessions to ensure consistency in quality assessments.
Support training and coaching initiatives based on audit observations.
Assist in developing and updating quality standards, checklists, and audit frameworks.
Publish Dashboard on the processes on monthly basis.
Audit accuracy and consistency.
Quality score improvement across audited areas.
Compliance adherence rate.
Timely completion of audits and reports.
Reduction in recurring quality errors.

Effectiveness of corrective action implementation

📌 Quality Manager Customer Service Thane (India)
🏢 Kotak Mahindra Bank
📍 India