Quality Assurance Analyst - Retail

The purpose of the Quality Assurance Analyst role is to maximize compliance and enhance customer experience by undertaking regular quality assurance evaluations across all retail touchpoints and lines of business, ensuring adherence to quality standards, TDRA mandates, and sales governance frameworks.

Key Accountabilities

• Maintain a high level of retail system, process, product, and regulatory knowledge across all segments to identify gaps, ensure TDRA compliance, and support stakeholders in closing quality and knowledge gaps.
• Implement and enforce standardized Quality Assurance frameworks across Retail Eye and Consumer Sales channels, monitoring and evaluating transactions against defined criteria to ensure consistency, fairness, and accuracy in scoring and performance tracking on a weekly and monthly basis.
• Conduct structured compliance audits as per the approved plan to identify process, system, behavioral, and control gaps impacting customer experience, sales governance, or regulatory adherence.
• Proactively identify and escalate fraud risks, unethical practices, critical control failures, and compliance breaches observed during transaction evaluations and retail audits.
• Provide structured feedback and actionable insights based on transaction evaluations, customer complaints, and NPS drivers to enhance service quality and sales effectiveness.
• Maintain strong expertise in the company retail systems and digital tools, partnering with IT to identify system gaps and recommend enhancements that strengthen controls and customer experience.

Qualifications

• Bachelor degree in Operations Research/ Business
• Minimum 4-5 years of experience in the company Retail or Customer care, preferable as

Skills

• Full knowledge of all the segments, system process, product knowledge.
• Excellent knowledge of all the company's internal processes.
• Good communication skills both verbal & written.
• Good analytical skills.