About the Company
SGS is the world’s leading inspection, verification, testing and certification company. We are recognized as the global benchmark for quality and integrity. With more than 99,600 employees, we operate a network of over 2,600 offices and laboratories around the world. We help businesses improve efficiency, reduce risk, and maintain compliance, ensuring trust and transparency across various industries.
Job Description
We are seeking an experienced and highly organized Mystery Shopping Lead to manage and grow our team of mystery shoppers. This vital role involves overseeing the entire mystery shopping process, from recruitment and training to data analysis and client reporting. The successful candidate will ensure the highest quality of service delivery, maintain program integrity, and contribute significantly to our clients’ understanding of their customer experience. If you have a passion for quality assurance, team leadership, and driving service excellence, we encourage you to apply.
Key Responsibilities
- Recruit, train, and onboard new mystery shoppers, ensuring they understand project guidelines and reporting standards.
- Manage shopper scheduling, assignments, and logistics to meet project deadlines and coverage requirements.
- Conduct quality control checks on submitted reports, providing constructive feedback to shoppers and ensuring data accuracy.
- Analyze mystery shopping data to identify trends, insights, and areas for improvement for clients.
- Prepare comprehensive reports and presentations for clients, highlighting key findings and recommendations.
- Act as the primary point of contact for the mystery shopping team, providing ongoing support and guidance.
- Develop and implement strategies to enhance shopper engagement and program effectiveness.
- Collaborate with account managers and clients to define project scope and objectives.
- Monitor budget adherence for mystery shopping operations.
Required Skills
- Proven experience in team leadership or project management.
- Exceptional attention to detail and analytical skills.
- Strong written and verbal communication abilities.
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
- Ability to manage multiple projects simultaneously and meet tight deadlines.
- Problem-solving aptitude and a proactive approach.
- Excellent organizational skills.
Preferred Qualifications
- Bachelor's degree in Business Administration, Marketing, or a related field.
- Previous experience in mystery shopping, market research, or quality assurance.
- Familiarity with mystery shopping software platforms.
- Experience in data visualization and reporting tools.
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- Paid time off (vacation, sick leave, holidays).
- 401(k) retirement plan with company match.
- Life insurance and disability benefits.
- Opportunities for professional development and career growth.
- Employee assistance program (EAP).
- Dynamic and collaborative work environment.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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