Regional Gemmologist - Tanishq (Hyderabad)

Job description

**Job Description: Regional Gemmologist** **Role Purpose** The Regional Gemmologist is responsible for building and strengthening gemmology capability across the region by recruiting, training, and supporting Retail Gemmologists. The role ensures consistent gemmology standards, accurate product evaluation, effective resolution of grading-related concerns, and a strong customer experience across stores. The role also acts as a key link between Retail Gemmologists, store teams, product teams, quality teams, and corporate stakeholders by sharing updates, addressing concerns, and providing technical guidance on diamonds and coloured stones. **Key Responsibilities** **1. Recruitment and Training** - Identify suitable candidates and conduct interviews for the role of Retail Gemmologist. - Track staffing requirements, employee satisfaction, attrition risks, and replacement needs across the region. - Train Retail Gemmologists on: - Diamond 4Cs - General clarity characteristics - Diamond colour grading - Identification of natural diamonds, lab-grown diamonds, and simulants - Use of diamond testing machines - Basic coloured stone classification and visual identification - Conduct refresher training and capability-building sessions based on identified gaps. - Take ownership of jewellery stock and training materials used during training sessions. - Ensure proper handling, reconciliation, and security of training stock. **2. Retail Gemmology Operations** - Drive a positive customer experience and support improvement of NPS across the region. - Conduct root-cause analysis for poor NPS scores, Google reviews, and gemmology-related customer feedback. - Ensure Retail Gemmologists complete assigned RAPL quizzes, assessments, and tests within timelines. - Cascade SOPs, technical updates, product information, and corporate guidelines to Retail Gemmologists. - Monitor adherence to defined gemmology processes and service standards. - Gather store-level feedback, operational challenges, and customer concerns from Retail Gemmologists. - Consolidate insights and share them with corporate and relevant stakeholders for corrective action. **3. Technical Support and Quality Resolution** - Provide technical guidance on diamond grading, assortment, colour grading, clarity, and gemstone identification. - Support the identification of simulants, lab-grown diamonds, and natural diamonds using approved testing equipment. - Collaborate with senior graders, quality teams, and product teams when disputes arise regarding cut, clarity, colour, or product grading. - Support TEP teams and merchandisers in rechecking grades where pricing mismatches, tagging errors, or product discrepancies are reported. - Assist stores in re-verifying diamond grades during escalations from customers or internal teams. - Provide clear and fact-based gemmological inputs to help customer-facing teams address concerns and maintain customer trust. - Ensure grading disputes and technical escalations are appropriately documented and traceable. **4. Stakeholder Management** - Maintain clear and professional communication with store teams, supervisors, quality teams, product teams, and corporate stakeholders. - Ensure that technical standards, SOPs, and expectations are clearly understood and implemented across the region. - Coordinate with Retail Gemmologists and store leadership for timely closure of technical and customer-related concerns. - Escalate grading disputes or quality concerns to the appropriate supervisor or QA manager when the issue may impact product value, customer satisfaction, or brand reputation. - Follow defined escalation protocols and ensure timely resolution of all cases. **5. People Management** - Build a highly engaged, capable, and stable team of Retail Gemmologists. - Monitor team performance against defined parameters and provide regular feedback and coaching. - Identify capability gaps and coordinate with the corporate training team for required interventions. - Support leadership and functional capability-building initiatives to create a succession pipeline for critical roles. - Track vacancies and follow up with the recruitment team to ensure timely closure. - Escalate delays in hiring or staffing gaps to the appropriate authority. - Identify high-potential employees and support their development and career progression. **Education** - Graduate in any discipline is mandatory. - Postgraduate qualification is preferred. - Qualification or certification in diamonds, coloured stones, or gemmology from institutions such as GIA, GSI, IGI, or an equivalent recognised institution is preferred. **Work Experience** - 510 years of relevant experience in gemmology, diamond training, grading, or jewellery retail. - Prior experience in training or instructing others on diamonds, diamond grading, the 4Cs, clarity, and colour grading is essential. - Experience in diamond grading, assortment, and colour grading is preferred. - Experience in identifying simulants and using testing machines to distinguish natural and lab-grown diamonds is required. - Basic knowledge or training in gemstone identification is highly preferred. - Experience managing or supporting a team of gemmologists will be an advantage. **Skills and Competencies** - Strong knowledge of diamonds, diamond grading, and the 4Cs. - Understanding of natural diamonds, lab-grown diamonds, and simulants. - Working knowledge of diamond testing machines and gemmological tools. - Basic knowledge of coloured stones and gemstone identification. - Strong training and facilitation skills. - Analytical and problem-solving ability. - Strong customer orientation and ability to handle technical escalations. - Effective communication and stakeholder management. - Attention to detail and accuracy. - Strong ownership and accountability. - Ability to coach, guide, and manage teams. - Ability to interpret customer feedback and identify improvement opportunities. - High sta