Risk Investigator I

4 weeks ago

Bellevue, United States Rylem Staffing Full time

Job Title: Risk Investigator I (Field Specialist)

Job Type: Contract

Site Type: Hybrid (Bellevue, WA)

Duration: 6 Months

Job Overview:

We are looking for high-judgment individuals to join us as a Field Specialist. S/he will be responsible for conducting on-site audits at retail counters within a defined territory to ensure adherence to established standards, processes, and procedures. The primary objective is to evaluate and ensure that the retail counters are maintaining excellent customer experience and that no actions at the retail counter level are resulting in downstream defects or quality issues.

Although the primary responsibility of this role revolves around auditing retail counter operations, the scope of the assessment is not strictly limited to the retail counter. The Field Specialist may also be required to evaluate adjacent areas and processes that could potentially influence the overall customer experience and operational efficiency. This include, but is not limited to, assessing storage areas, evaluating handover mechanisms between various departments or functions, identifying gaps in logistics operations, and examining other related aspects that may have an impact on the end-to-end retail experience.

Job Responsibilities:

  • Conduct regular audits at retail counters across the chain to assess compliance with company policies, procedures, and best practices related to customer experience and operational efficiency
  • Observe and evaluate the performance of retail counter staff, including their interaction with customers, adherence to protocols, and attention to detail
  • Identify any gaps or deviations from established standards and provide constructive feedback and recommendations for improvement to the retail counter managers and staff
  • Assess the physical layout, organization, and cleanliness of the retail counters and related processing area, ensuring they meet the company’s standards for customer experience and operational efficiency
  • Review and analyze documentation, records, and data related to retail counter operations, such as transaction logs, training compliance, dwell records, and SOPs/ PMVs
  • Prepare detailed audit reports, documenting findings, recommendations, and areas for improvement, and present them to the relevant stakeholders
  • Collaborate with retail counter managers and other relevant teams to develop and implement corrective action plans to address any identified issues or deficiencies
  • Share already identified best practices with retail counter managers wherever gaps are observed
  • Stay up-to-date with industry trends, regulations, and best practices related to retail counter operations and customer experience
  • Maintain strict confidentiality and adhere to the company's ethical standards and code of conduct

Job Requirements:

  • Bachelor's degree in a relevant field such as Business Administration, Retail Management, or Operations Management
  • 1-2 years of Operations Management experience
  • Minimum of 1-2 years of experience in retail operations, customer service, or auditing roles
  • Proficiency in using Microsoft Excel & Microsoft Office Suite and familiarity with data analysis tools
  • Good eye for identifying issues in the field – connect dots in-between blank spaces and issues
  • Professional certification in auditing, quality management, or a related field (e.g., Certified Quality Auditor (CQA), Certified Retail Operations Professional (CROP))
  • Experience conducting audits or assessments in a retail environment
  • Familiarity with continuous improvement methodologies (e.g., 1-2 Years’ Experience with Lean Six Sigma)
  • Strong understanding of retail counter operations, customer experience principles, and quality assurance practices
  • Excellent communication and interpersonal skills, with the ability to effectively interact with various stakeholders
  • Strong analytical and problem-solving abilities
  • Willingness to travel frequently to different retail locations
  • Knowledge of relevant industry regulations and compliance requirements
  • Strong organizational and time management skills
  • Ability to work independently and as part of a team

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