The Retail Quality Analyst will be responsible for driving improvement in customer conversations, sales effectiveness, and in-store experience through structured interaction analysis, root cause diagnostics, and actionable insights.
This role will work closely with Retail Operations and Training teams to reduce loss of sales, enhance conversion rates, and improve sales through quality-led interventions.
- Analyze customer interactions through recorded conversations through AI tools.
- Audit conversations against defined sales and quality frameworks.
- Identify recurring Areas of Improvement (AOIs) and best practices.
- Detect missed selling, cross-selling, and upselling opportunities.
- Categorize and track reasons for loss of sale with structured data tagging.
2. Insight Generation & Business Impact
- Conduct Root Cause Analysis (RCA) on loss-of-sale and escalation cases.
- Prepare structured Quality & Insight Reports highlighting conversion gaps and AOV opportunities.
- Quantify potential revenue impact from identified missed opportunities.
- Track reduction in recurring sales gaps quarter-on-quarter.
- 3. Capability & Performance Enablement
• Develop Training Needs Analysis (TNA/TNI) from interaction trends.
• Collaborate with Training Managers to close skill gaps.
• Support coaching plans for low-performing store executives.
• Track post-training improvement through measurable KPIs.
4. Store-Level Quality & Experience Audits
• Conduct structured store visits to assess sales behaviour and customer handling.
• Review product presentation, merchandising standards, and process adherence.
• Evaluate competitive landscape and pricing observations.
• Share actionable recommendations with Operations and Leadership teams. Key Performance Indicators (KPIs)
• % reduction in loss-of-sale cases
• Improvement in region-wise conversion rates
• AOV uplift linked to quality interventions
• Closure rate of identified AOIs
• Improvement in bottom-quartile performance
Qualifications & Skills
• Bachelors degree (Sales / Business preferred)
• 2–5 years experience in retail quality, sales audit, or training analytics • Strong understanding of retail sales techniques and conversion drivers
• Analytical mindset with ability to interpret sales data
• Robust communication and reporting skills
• Willingness to travel to retail locations Languages
• Proficiency in English and Hindi preferred
• Ability to understand/speak one or more regional languages (Marathi / Gujarati, etc.)