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.

- Robust attention to detail and organizational skills.

📌 Retail Quality Assurance-Anu (Mumbai)
🏢 Important Business
📍 Mumbai