Quality Assurance Manager

1. Process Audit & Quality Assurance

• Conduct periodic audits across all verticals ( Claims Operations Placements Retention Sales finance HR etc.) and periodic reviews with business heads

• Evaluate compliance with internal SOPs and regulatory requirements

• Perform transaction-level audits (policy issuance endorsements claims servicing etc.)

• Ensure maintenance of records as per IRDAI audit and inspection requirements

2. Deviation Identification & Escalation

• Identify and document process deviations control gaps and regulatory breaches

• Classify findings based on severity and risk exposure

• Escalate critical issues to the COO where applicable

• Maintain an audit trail of findings for regulatory inspections

3. Risk Management & Internal Controls

• Strengthen internal control mechanisms to minimize regulatory and operational risks

• Work closely with Compliance and Risk teams to ensure a robust governance framework

• Support preparation for IRDAI audits inspections and regulatory filings

• 4. Corrective & Preventive Actions (CAPA)

• Recommend corrective actions for identified gaps

• Track and ensure timely closure of audit observations

• Monitor repeat findings and implement preventive measures

• Collaborate with business heads to embed sustainable process improvements

• 5. Reporting & MIS

• Prepare periodic reports and dashboards for senior management and the COO

• Provide insights on compliance trends audit findings and risk exposure

• Support regulatory reporting and documentation readiness

• 6. Metrics & Outcomes

• Early identification of control gaps

• Reduction in repeat issues

• Linkage to customer complaints or service lapses

• Time taken to detect (not just close) issues