Retail Audit

Job Description:

CX Quality Monitoring

• Listen to and evaluate customer calls chats and emails to assess communication quality process adherence and resolution effectiveness.

• Identify coaching opportunities knowledge gaps and process deviations across CX teams.

• Share structured feedback with stakeholders and recommend actionable improvements.

• Develop and refine quality scorecards and evaluation frameworks.

• Partner with training teams to close learning gaps through targeted interventions.

Retail Store Audits

• Conduct retail audits across stores to ensure adherence to defined SOPs service standards and operational processes.

• Evaluate parameters such as staff grooming customer handling process compliance and execution standards.

• Highlight non-compliance and operational risks with clear evidence and scoring.

• Work with store teams and managers to implement corrective and preventive actions.

• Track closure of audit findings and improvement over time.

• AI & Automation Enablement

• Implement and optimize AI tools to expand audit coverage and improve quality monitoring accuracy.

• Collaborate with internal teams and vendors to enhance AI-driven analysis of CX interactions and retail audits.

• Define parameters and scoring logic for AI-based evaluations.

• Validate AI outputs and continuously refine models through feedback loops.

• Data Analysis & Continuous Improvement

• Analyze CX and retail audit data to identify trends recurring issues and systemic gaps.

• Generate insight reports and dashboards for leadership review.

• Translate insights into process fixes training inputs and policy improvements.

• Proactively recommend initiatives to improve customer satisfaction and operational efficiency.

• Measure the impact of quality initiatives and track improvement metrics.