Company Description Undercover CX Consultancy specializes in mystery shopping services that provide deep insights into customer experience and service quality. The consultancy delivers tailored assessments and recommendations to help organizations enhance customer satisfaction and operational performance. Using discreet evaluations, the team identifies service strengths, uncovers gaps, and supports continuous improvement across customer touchpoints. Undercover CX Consultancy focuses on being a trusted partner for businesses seeking to elevate their customer experience strategy and unlock long-term success. Role Description The Quality Assurance Officer is a full-time remote role responsible for ensuring the accuracy, consistency, and reliability of mystery shopping assessments and related customer experience reports. Day-to-day tasks include reviewing and auditing mystery shopping data, validating report content, and monitoring adherence to established quality standards and methodologies. The role involves designing and updating quality control checklists, analyzing trends in customer experience findings, and collaborating with consultants and mystery shoppers to resolve discrepancies and improve processes. The Quality Assurance Officer will also prepare quality performance summaries,



support the development of best practices, and contribute to training materials that enhance assessment quality and client satisfaction. Qualifications
• Candidates should possess solid Quality Assurance and Quality Control skills to review, validate, and maintain high standards across all assessments and reports.
• Candidates should possess Quality Management skills to design, implement, and improve frameworks, policies, and procedures that govern assessment quality.
• Candidates should possess Quality Auditing skills to conduct systematic evaluations, identify non-compliance, and recommend corrective actions.
• Candidates should possess advanced Analytical Skills to interpret data, identify patterns in customer experience findings, and generate actionable insights.
• Relevant experience in customer experience, consulting, or service quality roles is beneficial.
• Strong written communication skills and attention to detail are required.
• Ability to work independently in a remote environment and manage multiple projects and deadlines.
• A bachelor’s degree in Business, Quality Management, Customer Experience, or a related field is preferred.

📌 Quality Assurance Officer (Mumbai)
🏢 Undercover CX Consultancy
📍 Mumbai