Key Responsibilities:

1. Customer Interaction & Sales Quality Monitoring

- 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

- Bachelor’s degree (Sales / Business preferred)
- 2–5 years experience in retail quality, sales audit, or training analytics
- Solid understanding of retail sales techniques and conversion drivers
- Analytical mindset with ability to interpret sales data
- Strong communication and reporting skills
- Willingness to travel to retail locations

Languages

- Proficiency in English and Hindi preferred

📌 Retail Quality Analyst (Bengaluru)
🏢 Wakefit
📍 Bengaluru