Call Quality - Senior Executive

Key Responsibilities

Monitor and audit inbound and outbound calls between sales executives and customers/prospects. Evaluate call quality based on defined parameters such as communication skills, accuracy of information, compliance, and professionalism. Identify gaps in sales pitch, objection handling, or product knowledge, and provide feedback or training recommendations.

Maintain QA records and prepare detailed reports highlighting call performance trends and improvement areas. Ensure adherence to company scripts, sales protocols, and legal/compliance requirements (e.g., RERA, data privacy). Collaborate with training teams to design and update call quality checklists and feedback forms.

Assist in process improvement initiatives by identifying recurring issues or customer pain points. Conduct regular calibration sessions with team leaders and management to ensure consistent scoring standards.

Requirements

Excellent listening and analytical skills. Strong communication and feedback delivery abilities. Detail-oriented and objective in call evaluation. Proficiency with CRM and call auditing tools (e.g., Salesforce, Freshdesk, HubSpot, or similar). Understanding of real estate sales processes, customer lifecycle, and terminology. Ability to handle confidential data with discretion.