- Manage and guide a team of Quality Auditors, ensuring audit targets, accuracy and TAT are consistently met.

- Oversee audits of VRM/Dealer calls and other client interactions covering business acquisition, investments, account opening, trading and service-related activities.

- Ensure adherence to SEBI/regulatory guidelines, internal policies, processes and sales-conduct standards.

- Identify and escalate critical compliance, mis-selling, process and customer-impacting gaps.

- Conduct regular calibration and quality checks to ensure consistency and accuracy of audits.

- Analyse audit trends and provide actionable inputs for business improvement, including opportunities to improve conversion, client engagement, process efficiency and customer experience.

- Identify recurring gaps and work with Business, Training, Compliance and Operations teams on corrective actions and improvement plans.

- Prepare and present quality MIS, key trends, risk areas and business improvement recommendations to stakeholders.

- Drive continuous improvement in quality, compliance, customer experience and business outcomes.

📌 Customer Services - Team Leader - Quality - West (Maharashtra)
🏢 Kotak Securities
📍 Maharashtra