Retail Quality Assurance

2 days ago

Mumbai, Maharashtra, India Hunarstreet Technologies Full time ₹ 12,00,000 - ₹ 36,00,000 per year
Job Summary: We are seeking a detail-oriented and analytical CX & Store Auditor to join our team. The successful candidate will be responsible for auditing CX and store teams on customer interactions, analyzing reports, post-sales support, and adherence to company policies, industry standards, processes, customer journey, and thereby providing actionable insights to enhance the overall customer experience. This role requires a keen eye for detail, excellent communication skills, and a passion for delivering exceptional customer service.
Key Responsibilities: Audit Customer Interactions: - Review and evaluate customer emails, chats, and social media interactions and resolution provided. - Ensure compliance with company policies, procedures, and quality standards. Analyze Data: - Identify trends, patterns, and areas for improvement in customer interactions. - Provide detailed reports and feedback to management, L&D, and customer service teams.
Provide Insights: - Recommend actionable improvements to enhance the customer experience. - Collaborate with training and quality teams to develop and implement improvement initiatives. Quality Assurance: - Develop and update auditing criteria and checklists. - Conduct regular audits to ensure consistency and quality in customer experience at store level and CX interactions. Compliance: - Ensure adherence to industry regulations and company policies. - Keep updated with best practices and industry standards. - Monitor retail operations continuously to ensure adherence to compliance standards. Follow-Up Audits: - Perform follow-up audits to ensure that corrective actions have been implemented effectively. Design evaluation programs: - Depending on your company's objectives, a quality management and development team may be responsible for picking the most effective performance metric for your business to analyze. Technological responsibilities: - Identifying and implementing tools targeted towards improving internal processes within your business, quality of customer experience etc.
Qualifications: Education: - Bachelor's degree in Business Administration, Communications, or a related field. Experience: - Minimum of 3-5 years experience in a customer service or quality assurance role. - Experience with customer service auditing or quality assurance preferred. Skills: - Strong analytical and problem-solving skills. - Excellent verbal and written communication skills. - Proficient in using customer service software and auditing tools. (FC, FD, Knowlarity, Shopify is an advantage) - Ability to handle sensitive and confidential information. - Strong attention to detail and organizational skills.

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