Senior Telecalling Officer

Key Responsibility Areas

Recruit, screen and onboard Mystery Shoppers as per project requirements.

Train, brief and qualify Mystery Shoppers to ensure complete understanding of project guidelines and scenarios.

Independently manage scheduling of Mystery Shopping assignments across allocated projects and locations.

Ensure timely follow-ups with Mystery Shoppers and drive fieldwork to completion within defined timelines.

Monitor project progress on a daily basis, identify potential delays and proactively resolve operational bottlenecks.

Maintain accuracy and completeness of shopper documentation, assignment records and project trackers.

Coordinate closely with Quality Check and other internal teams to ensure smooth movement of completed assignments through the reporting process.

Ensure adherence to project guidelines, timelines, confidentiality requirements and internal processes.

Support and guide junior team members, where required, in managing assignments and achieving project closures.

Provide timely status updates and highlight risks, delays or exceptions to the reporting Manager.

Take complete ownership of assigned projects from allocation through fieldwork completion.

Skills Required

Strong working knowledge of Microsoft Office, particularly Excel, PowerPoint and Word, along with proficiency in internet-based applications.

Excellent written and verbal communication skills with the ability to communicate professionally and promptly with multiple stakeholders.

Strong planning, coordination and follow-up skills.

Detail-oriented with strong logical, analytical and problem-solving abilities.

Ability to manage multiple projects, locations and deadlines simultaneously.

Highly self-motivated with a strong sense of ownership and accountability.

Ability to work independently while collaborating effectively with cross-functional teams.

Demonstrates urgency, discipline and consistency in driving tasks to closure.

Strong interpersonal skills with the ability to manage and engage with a diverse network of Mystery Shoppers.

Demonstrates responsible, ethical and honest behaviour across all tasks and responsibilities.

Experience Required

2–4 years of relevant work experience in Operations, Project Coordination, Market Research, Mystery Shopping or a similar execution-focused role.

Prior experience in the Mystery Shopping / Customer Experience industry will be an added advantage.

Experience in handling multiple assignments, coordinating with external stakeholders and working against strict timelines is preferred.

Job Type

Full-time

Pay

₹30,000.00 - ₹40,000.00 per month

Work Location

In person