Retail Auditor

Role details

• Title:

  Executive - Command Centre

• Department:

  Risk & Compliance

• Reports To:

  Manager - Compliance & Governance

• Work Days:

  6 days a week

• Location:

  Malad (Mindspace), Mumbai, Onsite

• Industry:

  Healthcare

Role Overview:

This role is responsible for end-to-end monitoring, auditing, and reporting of clinic operations through CCTV surveillance. You will ensure adherence to operational SOPs, staff discipline, patient experience, and fraud prevention across all clinics. This position is crucial for real-time governance, ensuring the accuracy of clinic operations, and identifying any compliance gaps.

You will work closely with the Compliance, Operations & Internal Audit teams to strengthen on-ground discipline and ensure that every clinic maintains the highest standards of operational excellence.

Key Responsibilities:

1. Clinic Opening & Closing Time Monitoring

• Monitor and audit clinic opening and closing times daily through CCTV cameras.
• Identify and report deviations from standard clinic operational hours.
• Maintain logs for late openings, early closures, or operational discrepancies.
• Share weekly compliance reports with the Operations team.

2. Staff Attendance & In-Out Timings Tracking

• Track staff arrival and departure times through CCTV footage.
• Monitor punctuality and discipline for the front desk, doctors, and support staff.
• Raise alerts for repeated deviations or falsified attendance patterns.

3. Uniform & Grooming Compliance

• Ensure staff are in complete uniform as per brand guidelines.
• Monitor grooming standards, ID card display, and hygiene.
• Report non-compliance and maintain a monthly uniform audit scorecard.

4. Consultation Quality Monitoring & Audit

• Audit consultation videos to ensure SOP adherence.
• Evaluate doctor-patient communication quality and process flow.
• Highlight deviation patterns.
• Maintain evidence-backed quality audit reports.

5. Surprise Visit Execution

• Conduct unannounced clinic visits as per the governance plan.
• Verify display boards, staff presence, and operational hygiene.
• Report fraud indicators (staff, misreporting, revenue leakage risks).
• Document every surprise visit with photos, videos & compliance scoring.

6. Patient Count Verification & Monitoring

• Validate patient footfall vs. system entries through CCTV.
• Identify missed entries or ghost patients.
• Maintain daily footfall accuracy and exception reports.

7. Front Desk Customer Interaction Monitoring

• Audit front desk staff communication and process adherence.
• Observe greeting quality, waiting management, and service flow.
• Identify behaviour gaps and recommend training interventions.

8. Revenue Leakage Monitoring & Identification

• Review billing-related CCTV footage to identify mismatch cases.
• Detect unbilled services, unauthorized discounts, or fake entries

9. Report preparation for the clinics under surveillance

Key Result Areas (KRAs)

• Operational Discipline Compliance: 100% monitoring of clinic SOPs.
• Attendance & Visit Verification Accuracy: Zero mismatches in validated reports.
• Uniform & Conduct Compliance: Monthly compliance scoring above benchmark.
• Fraud & Revenue Leakage Identification: Early detection of high-risk patterns.
• Consultation & Customer Quality Score: Continuous improvement through audits.

Candidature Requirement:

Experience:

Education:

Preferred Background:

Ideal Candidate Profile:

Functional Fit:

• Strong observational and analytical skills.
• Comfortable reviewing long-duration CCTV footage.
• Close attention to detail and documentation accuracy.
• Proficiency in Excel/Google Sheets and report preparation.
• Ability to detect anomalies and patterns early.
• Strong communication and evidence-based reporting skills.
  

Cultural Fit:

• Disciplined, vigilant, and process-driven.
• High integrity and ethical standards.
• Comfortable with repetitive auditing work.
• Calm under pressure with an ownership mindset.