Customer Experience Evaluator

Secret Shopper / Compliance Auditor

We are seeking a detail-oriented and discreet Secret Shopper / Compliance Auditor to evaluate the accuracy and compliance of enrollment activities. This role involves using approved scenarios and disguises to audit representatives in the field and over the phone, ensuring they align with current regulatory and internal standards. Your feedback will help drive improvements in service quality and compliance.

Requirements:

• High School Diploma required.
• Must be willing to travel throughout the Bronx and surrounding upstate counties, including Westchester, Yonkers, Orange, Rockland, and the Hudson Valley
• Bilingual in English and Spanish is strongly preferred
• Strong proficiency in Microsoft Excel for reporting and documentation.
• Excellent attention to detail, verbal and written communication, and time management skills.
• Ability to create and wear disguises (e.g., wigs, hats, glasses) to ensure anonymity during audits.

Technical

Skills:

• Comfortable using Microsoft Office (Excel, Word, Outlook), iPhone apps, and web-based tools (e.g., Google Maps).
• Ability to accurately type, copy/paste, highlight, and format in Word and Excel.

Key Responsibilities:

• Conduct field and phone audits using scripted scenarios while maintaining an anonymous identity.
• Record and document encounters; transcribe interactions where applicable and flag any non-compliance or misinformation.
• Monitor sales representatives for adherence to company guidelines and federal/state regulations.
• Submit daily and weekly audit summaries using Excel-based templates.