Job Summary
We are looking for a proactive and detail-oriented Standardization Executive to monitor, implement, and improve operational standards across our mobile phone service centers. The role involves conducting audits, identifying deviations from company standards, coordinating corrective training programs, and ensuring high levels of customer experience and operational excellence.
The ideal candidate should possess strong observation skills, communication abilities, training capability, and operational understanding.
Key Responsibilities
Operational Standards & Compliance
- Ensure all service centers comply with standards and guidelines set by the national brand/company.
- Monitor infrastructure, interiors, branding, cleanliness, and operational standards across locations.
- Conduct regular audits and inspections of service centers.
- Identify deviations and prepare corrective action reports.
Training & Development
- Conduct training sessions for service center staff on operational standards, customer handling, and process compliance.
- Arrange refresher training programs based on audit findings.
- Support continuous improvement initiatives through coaching and guidance.
Customer Experience & Hospitality Monitoring
- Ensure customer hospitality standards are maintained, including waiting area experience, refreshments, customer support, and overall ambiance.
- Monitor customer satisfaction parameters and service quality standards.
Call Quality & Process Monitoring
- Listen to and assess customer interaction call recordings.
- Evaluate staff communication quality and professionalism.
- Monitor internal operational processes and adherence to SOPs.
Reporting & Coordination
- Prepare audit reports, performance assessments, and improvement recommendations.
- Coordinate with branch/service center teams for implementation of corrective measures.
- Support management in maintaining consistent operational quality across all centers.
Preferred Candidate Profile
Educational Qualification
Preferred backgrounds include:
- MBA
- Hotel Management
- Engineering / Technical Background
- Operations Management
- Quality Management
Experience
- Experience in training, teaching, auditing, customer service, hospitality, operations, or quality management preferred.
- Experience in service industry/service center operations will be an advantage.
Skills Required
- Strong communication and presentation skills
- Training and mentoring ability
- Audit and observation skills
- Customer handling and hospitality understanding
- Analytical and reporting skills
- Basic technical understanding of service center operations
- Problem-solving mindset
- Willingness to travel for audits and inspections
Pay: ₹20,000.00 - ₹25,000.00 per month
Benefits:
- Cell phone reimbursement
- Health insurance
- Provident Fund
Work Location: In person
