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.
- Strong attention to detail and organizational skills.
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