Retail Quality Analyst

Job description

**Key Responsibilities:** **1. Customer Interaction & Sales Quality Monitoring** • Analyze customer interactions through recorded conversations through AI tools. • Audit conversations against defined sales and quality frameworks. • Identify recurring Areas of Improvement (AOIs) and best practices. • Detect missed selling, cross-selling, and upselling opportunities. • Categorize and track reasons for loss of sale with structured data tagging. **2. Insight Generation & Business Impact** • Conduct Root Cause Analysis (RCA) on loss-of-sale and escalation cases. • Prepare structured Quality & Insight Reports highlighting conversion gaps and AOV opportunities. • Quantify potential revenue impact from identified missed opportunities. • Track reduction in recurring sales gaps quarter-on-quarter. **3. Capability & Performance Enablement** • Develop Training Needs Analysis (TNA/TNI) from interaction trends. • Collaborate with Training Managers to close skill gaps. • Support coaching plans for low-performing store executives. • Track post-training improvement through measurable KPIs. **4. Store-Level Quality & Experience Audits** • Conduct structured store visits to assess sales behaviour and customer handling. • Review product presentation, merchandising standards, and process adherence. • Evaluate competitive landscape and pricing observations. • Share actionable recommendations with Operations and Leadership teams. **Key Performance Indicators (KPIs)** • % reduction in loss-of-sale cases • Improvement in region-wise conversion rates • AOV uplift linked to quality interventions • Closure rate of identified AOIs • Improvement in bottom-quartile performance **Qualifications & Skills** • Bachelor’s degree (Sales / Business preferred) • 2–5 years experience in retail quality, sales audit, or training analytics • Strong understanding of retail sales techniques and conversion drivers • Analytical mindset with ability to interpret sales data • Strong communication and reporting skills • Willingness to travel to retail locations **Languages** • Proficiency in English and Hindi preferred