Lead - Grader (Diamond Retail)

The role is responsible for evaluating and grading diamonds based on the globally recognized 4Cs — Cut, Clarity, Color, and Carat — ensuring adherence to strict quality standards. The role demands precision, consistency, and integrity in grading processes, supporting product excellence and customer trust in a high-value, luxury product environment.

Quality:

· Define key quality parameters (Titan quality standards for diamonds and colour stones) to be measured for every diamond or colour stone brought into the titan ecosystem

· Define testing criteria and mechanism for each of the quality parameters and ensure implementation of the same

· Define and own SOPs for all the quality processes of diamond and colour stone sourcing

· Devise mechanisms to: reduce rejections due to stones quality (Original Defect) from Stone Sourcing at Final QA and ensure pipeline integrity of diamonds, have zero synthetics detected, reduce no. of obvious defects at QA

· Guide team to resolve customer escalations and consumer court complaints

Training & Certifications:

· Conduct retail trainings to educate the sales force on diamonds (cut, color, clarity and carat etc.)

· Conduct sessions to provide inputs to brand, design and merchandising on diamonds (4C's, advertising usage etc.)

· Monitor, track quality of diamonds as per defined criteria and devise plans where necessary to ensure BIS Hallmark certification

Industry Practices:

· Scan the environment to keep abreast with leading practices in diamond & colour stone procurement, diamond & colour stone quality tests etc.

· Lead trips to diamond mines to understand diamond mining processes to ensure responsible sourcing

Stakeholder Management:

· Maintain clear, professional communication with supervisors, merchandisers, and product teams to ensure grading standards are understood and followed. Contribute to meetings where grading consistency, policy updates, or trend reports are reviewed.

· Address conflicts related to differing grading opinions by conducting re-evaluation based on standard protocols and ensuring transparent documentation.

· Collaborate with senior graders or quality leads when disputes arise on Cut, Clarity, or Color grades, especially for high-value stones. Support TEP teams and merchandisers by rechecking grades when pricing mismatches or tagging errors are reported.

· Ensure grading inputs are provided promptly to avoid process delays or stock holds.

· In case of escalations from stores or end-customers regarding a diamond's grade, assist with re-verification and provide clarity to internal stakeholders. Help customer-facing teams communicate factual, gemmology-based explanations to maintain customer trust.

· Encourage team-based discussions to align on borderline cases or when new challenges arise (e.g., synthetics, new treatments).

· Recognize when to escalate grading disputes to supervisors or QA managers, particularly if the resolution impacts product value or customer satisfaction. Follow escalation protocols and ensure all cases are logged and traceable.

People Management:

· Foster high level of employee engagement and retention of talent

· Support leadership & functional capability building initiatives to facilitate succession planning for critical roles within the department

· Identify training needs for the team and follow-up with the corporate training team to ensure delivery

· Monitor and review performance parameters of the team and provide feedback on frequent basis to the team members

· Provide subordinates with adequate exposure and growth opportunities to enable readiness for higher roles

· Ensure periodic follow-up with the recruitment team to fill the vacant positions within stipulated time; in case of deviations escalate it to appropriate authority.

Required Qualifications:

· Bachelor's degree in business, Operations, Gemmology, or related field;

· Understanding of gemmology or luxury retail operations strongly preferred.

· Minimum 7-10 years of experience

Skills & Competencies:

· Strong knowledge of diamond grading parameters.

· Excellent attention to detail and manual dexterity.

· Familiarity with gemmological tools and digital grading software.

· Ability to work with integrity under minimal supervision.

· Team-oriented with good communication skills.