Customer Care Excellence Quality Controller & Trainer

• Conduct regular evaluations of customer interactions across all touchpoints: in-store consultations, phone inquiries, and home deliveries.
• Implement performance scorecards tailored to each role (pharmacist, cosmetics specialist, assistant, and delivery personnel).
• Perform store audits, mystery shopping, and delivery experience checks.
• Monitor recurring customer complaints and flag performance issues for corrective action.
• Report on service trends, store comparisons, and improvement opportunities.
• Training & Development:
• Develop onboarding and continuous training programs customized by role: 
• Pharmacists & Assistants: Customer handling, prescription communication, pharmacy ethics, product knowledge.
• Cosmetics Specialists: Consultation skills, upselling, skincare and beauty product expertise.
• Delivery Personnel: Customer greeting, packaging standards, complaint handling, delivery hygiene and etiquette.
• Organize in-store and centralized training sessions with interactive modules, role-plays, and product demos.
• Coordinate with suppliers and brand representatives for expert-led trainings and refreshers.
• Maintain updated SOPs, communication scripts, and service guidelines.
• Team Support & Standards Enforcement:
• Act as the point of contact for service quality questions and escalations.
• Collaborate with HR and store managers to manage performance coaching plans.
• Promote a unified brand experience across all staff roles and locations.
• Support the creation of recognition programs for outstanding service.

Success Metrics:

• Improved customer satisfaction scores across stores and delivery.
• Fewer customer service complaints and escalations.
• Increased staff confidence and professionalism across all roles.
• Clear and consistent service standards maintained across all Bloom branches.
• Post-training performance improvements observed and measured. if you’d like this turned into a printable HR-ready PDF or formatted for internal job boardroid