Omnichannel Sales Quality & Attribution Lead

Job Summary

Krishna Jewellers Pearls & Gems Pvt. Ltd. is seeking an experienced and detail-oriented Omnichannel Sales Quality & Attribution Lead to ensure the integrity of sales attribution and continuously improve customer engagement quality across the digital sales funnel.

The role involves independently auditing lead journeys, validating sales credit claims, monitoring customer conversations and video calls, identifying performance gaps, and collaborating with the Learning & Development (L&D) team to drive continuous improvement across the Pre-Qualifier, Nurturing, and Video Call teams.

Key Responsibilities

Sales Attribution & Audit

·       Validate digital sales conversions and sales credit claims.

·       Review lead journeys across the Pre-Qualifier, Nurturing, and Video Call teams.

·       Maintain attribution logs and resolve sales credit disputes.

·       Identify, investigate, and report invalid, duplicate, or unsupported sales claims.

Quality Assurance

·       Audit customer conversations, WhatsApp interactions, and video calls.

·       Evaluate response quality, follow-up effectiveness, customer handling, and adherence to established processes.

·       Monitor lead handovers across teams to ensure a seamless customer experience.

Quality Improvement & L&D Coordination

·       Identify performance, process, and communication gaps.

·       Provide structured feedback and actionable recommendations to the L&D team.

·       Track the implementation of training interventions and measure improvements through re-audits.

Reporting & Analytics

·       Prepare quality scorecards, attribution reports, audit findings, and performance dashboards.

·       Monitor KPIs related to quality, conversion effectiveness, process compliance, and sales attribution accuracy.

·       Present findings and recommendations to management on a regular basis.

Required Skills

·       Experience in Quality Assurance, Sales Auditing, Operations, CRM Analytics, or Contact Centre Quality.

·       Strong analytical, investigative, and problem-solving skills.

·       Excellent reporting, documentation, and communication abilities.

·       Proficiency in Microsoft Excel, Google Sheets, CRM systems, WhatsApp Business, and lead management tools.

·       High integrity, objectivity, and attention to detail.

·       Ability to work independently and maintain neutrality while resolving attribution disputes.

Experience & Qualifications

·       Graduate in any discipline.

·       2–5 years of experience in Quality Assurance, Sales Auditing, CRM Analytics, Operations, Process Excellence, or Quality Monitoring.

·       Experience in retail, jewellery, e-commerce, omnichannel sales, contact centres, or customer service environments is preferred.

Success Metrics

·       Sales attribution accuracy.

·       Reduction in disputed or reversed sales credits.

·       Improvement in quality scores across teams.

·       Gap closure rate following training interventions.

·       SLA adherence and customer engagement quality.

·       Conversion improvements resulting from quality initiatives.

Benefits

·       Opportunity to work with an established and reputed jewellery brand.

·       Meaningful role with direct impact on business performance and customer experience.

·       Opportunity to build and strengthen quality and attribution processes within the omnichannel sales function.

·       Provident Fund (PF).

·       Health Insurance.

·       Paid Leave.

·       Daily Snacks.

·       Yearly Bonus.

·       Learning and career growth opportunities.

·       Supportive and professional work environment.