Research Analyst Operations & Postaudit Calling

ABOUT THE ROLE We are seeking a Research Analyst specialized in Operations Coordination and Post-Audit Calling to manage the operational workflow of customer journey mapping (CJM) projects and conduct rigorous validation audits. This critical role acts as the bridge between field operations and data quality, coordinating auditor deployments while executing post-audit calls to verify customer experiences, staff compliance, and the structural integrity of submitted reports.

KEY RESPONSIBILITIES • Coordinate daily operational and field-force activities for CJM and mystery shopping research projects, tracking milestones and SLA targets. • Conduct post-audit validation calls with mystery shoppers and auditors to verify branch visit details, customer experiences, staff compliance, and process timelines. • Liaise with recruitment and training teams to ensure qualified, certified auditors are systematically prepared and deployed on schedule. • Cross-verify completed audit reports against supporting materials, including GPS-tagged photographs, audio recordings, and field questionnaires. • Maintain and update operational databases, progress reports, and the Post-Audit Calling and QA Tracker with complete status remarks and error flags. • Resolve field execution bottlenecks and address auditor queries regarding assignment guidelines, process scenarios, and delivery timelines. • Identify and document auditor performance trends, and follow up directly with field auditors to resolve ambiguous entries or acquire missing information. • Escalate major operational delays, compliance failures, or recurring errors directly to the Process Manager for immediate resolution and continuous training feedback.

REQUIRED SKILLS & COMPETENCIES • Excellent verbal communication and professional questioning skills with strong listening and probing capabilities. • Strong organizational and multitasking skills with a process-oriented, execution-focused mindset. • High attention to detail with a proven ability to identify inconsistencies, quality gaps, and field errors. • Proficiency in MS Excel and MS Office for managing operational databases and status trackers. • Prior experience in operations coordination, QA, calling, mystery shopping, or customer experience research is preferred.

COMMON PROFESSIONAL EXPECTATIONS • Maintain extreme confidentiality and security of auditor databases, field research parameters, and client-sensitive data. • Follow defined Standard Operating Procedures (SOPs), research methodologies, and internal quality guidelines strictly. • Collaborate cross-functionally with operational, QA, and training teams to ensure a seamless end-to-end project lifecycle.