Quality Auditor

Job Title: Quality Auditor Specialist

Department:

About the Role

The Quality Auditor – Specialist at Enrich Salon Retail Stores ensures that customer interactions and in-store service delivery meet the highest standards of quality and compliance. This role involves monitoring calls, evaluating store-level performance, analyzing trends, and preparing actionable reports using advanced tools and Excel dashboards. The position requires strong analytical skills, attention to detail, and the ability to collaborate effectively with store teams and leadership.

Role & responsibilities

1. Call Monitoring & Evaluation

• Monitor inbound and outbound calls related to salon appointments, customer queries, and service feedback.
• Assess tone, accuracy, empathy, and adherence to Enrich service protocols.

2. Store Performance Assessment

• Evaluate the performance of store teams and team leaders based on quality metrics.
• Provide constructive feedback and actionable insights to improve customer experience.

3. Trend Analysis & Reporting

• Track call and service performance trends across multiple retail locations.
• Prepare

  Excel-based reports and dashboards

  for management review, using pivot tables, charts, and conditional formatting for clear visualization.

4. Deviation Management

• Identify deviations from Enrich’s quality standards and document them systematically.
• Recommend corrective measures and verify implementation at store level.

5. Technology & Tools Utilization

• Ensure optimum use of CRM systems, appointment booking tools, and call monitoring software.
• Audit team’s understanding and effective usage of technology in day-to-day operations.

6. Compliance & Process Improvement

• Maintain compliance with Enrich’s SOPs and industry regulations.
• Suggest process enhancements based on data-driven insights to improve customer satisfaction and operational efficiency.

Required Skills & Qualifications

• Education:

  Graduate degree or higher.

• Communication Skills:

  Strong verbal and written communication abilities.

• Coordination:

  Ability to collaborate effectively with store teams and central operations.

• Listening Skills:

  Exceptional active listening for call evaluations and customer feedback.

• Analytical Skills:

  Ability to interpret data and identify trends.

• Technical Proficiency:

• Advanced Excel skills (Pivot Tables, VLOOKUP, Charts, Conditional Formatting).
• Familiarity with CRM systems and call monitoring tools.

Preferred Attributes

• Experience in quality auditing within retail or salon environments.
• Knowledge of customer service quality frameworks and compliance standards.
• Ability to work under pressure and meet deadlines.