Quality Control And Customer Associate

Job Title: Quality Control – CCTV Surveillance & Customer Service (Franchise Model) Location: Nagpur Job Type: Full-Time Industry: Franchise / Retail / F&B / Service Industry Reports To: Franchise Operations Head / Area Manager --- Job Summary: We are seeking a knowledgeable and experienced Quality Control professional to oversee CCTV security, surveillance, and customer service standards across our franchise outlets. The role is critical in ensuring compliance with operational SOPs, identifying gaps in service quality or safety, and maintaining the brand's integrity and customer satisfaction. --- Key Responsibilities: 1. CCTV & Surveillance Oversight: Monitor CCTV footage regularly across all franchise outlets to ensure adherence to safety protocols, hygiene, and operational SOPs. Identify and report unusual activities, safety violations, or operational discrepancies. Maintain a record of all security incidents and assist in investigations when required. Coordinate with the IT/technical team to ensure uninterrupted CCTV access and quality footage retention. 2. Quality Audits & Operational Checks: Conduct virtual or surprise quality audits via CCTV or in person to ensure SOPs are being followed. Verify staff behavior, product handling, service delivery, and store cleanliness through surveillance. Provide regular feedback to the franchise managers and operations head on performance gaps. 3. Customer Service Oversight: Track customer service experiences via surveillance and identify any negative patterns or poor service instances. Respond to and resolve customer complaints that may arise from franchise outlets. Work with franchise staff to ensure positive customer engagement and consistent service delivery. 4. Compliance & Reporting: Prepare daily/weekly reports based on CCTV reviews and customer service evaluations. Escalate critical issues to senior management promptly with evidence and recommendations. Ensure franchisees comply with brand standards in terms of safety, service, and SOP execution. --- Key Requirements: Proven experience in quality control, CCTV monitoring, retail audits, or a customer service supervisory role. Familiarity with franchise operations and SOP enforcement. Strong observation skills and attention to detail. Excellent communication and reporting skills. Ability to handle customer escalations in a professional and solution-oriented manner. Technical understanding of basic CCTV system operations. --- Preferred Qualifications: Graduate in Business Administration, Hospitality, Security Management, or related field. Prior experience in a retail, food & beverage, or service-based franchise model is an advantage. Knowledge of compliance and audit procedures is preferred. --- Working Conditions: Hybrid role – both remote surveillance and periodic in-person visits. May include weekend and evening monitoring depending on operational hours. Travel to franchise locations may be required.