Key Responsibilities / KRAs
Compliance Monitoring
Conduct regular monitoring of collection activities across tele-calling, digital, and field

operations.
Identify deviations from collection SOPs, internal policies, and applicable regulatory

requirements.
Maintain compliance observation and exception trackers.
Support periodic compliance audits and quality reviews.
Escalation Management
Track customer and collection-related escalations received through various channels.
Categorize escalations based on severity, issue type, portfolio, and agency.
Coordinate with agencies and internal teams to collect required information and

evidence.
Ensure escalations are resolved within defined TATs.
RCA & Investigation Support
Collect and validate supporting documents such as call recordings, call logs, WhatsApp

screenshots, field visit records, and other relevant evidence.
Review agency RCA submissions and highlight gaps to the Lead.
Maintain RCA and corrective action trackers.




Follow up with stakeholders for pending RCA and action closure.
Agency Compliance Monitoring
Track agency-wise compliance observations and escalation trends.
Monitor repeated breaches and highlight high-risk agencies.
Support agency-level reviews and corrective action implementation.
Maintain updated compliance and escalation records.
Reporting & MIS
Prepare daily/weekly/monthly compliance and escalation reports.
Track escalation inflow, RCA status, TAT, proven/not-proven cases, repeat issues, and

pending actions.
Maintain dashboards and trackers using MS Excel and other reporting tools.
Support management reporting with accurate and timely data.
Preventive Action Tracking
Identify recurring issues and highlight them to the Lead.
Track implementation of corrective and preventive actions.
Support process improvement initiatives based on complaint and escalation trends.

📌 Executive Operational Compliance & Escalation Management Bengaluru
🏢 Money View
📍 Bengaluru