Job description
Key Responsibilities
Systematically monitor and evaluate inbound and outbound calls from the tele-calling team to assess adherence to scripts, communication quality, and professional conduct. Compliance review: Ensure that all agent interactions comply with internal guidelines, sales protocols, and data privacy regulations. Performance feedback and coaching: Provide timely, constructive, and actionable feedback to agents based on audit results to help them improve their communication and negotiation effectiveness.
Verification calls: Conduct verification calls with clients to confirm the accuracy of information shared by agents and to gauge customer satisfaction. Reporting and analysis: Develop and maintain detailed call audit reports, scorecards, and performance dashboards. Analyse data to identify trends, performance gaps, and areas for process improvement.
Calibration sessions: Facilitate and participate in calibration sessions with sales leadership and training teams to ensure consistency in scoring and evaluation standards. Process improvement: Collaborate with management and training teams to identify and address recurring issues based on audit findings and customer feedback.
Training support: Assist in creating and delivering targeted training and refresher sessions for agents to enhance their knowledge of products, processes, and customer engagement.
Requirements
A Bachelor's degree in a relevant field such as Communications, Business, or Management is preferred. Experience: 2–4 years of experience in a call auditing or sales quality assurance role, preferably in the real estate or telecalling sector. Domain knowledge: Strong understanding of the real estate industry, including sales processes, property listings, and client interactions.
Analytical skills: Excellent analytical, listening, and problem-solving abilities to accurately assess call quality and derive actionable insights. Technical proficiency: Proficient in using MS Office, especially Excel, and familiar with CRM and call recording/telephony systems. Communication: Exceptional verbal and written communication skills with the ability to provide clear and respectful feedback.
Soft skills: Strong attention to detail, excellent observation skills, and the ability to work independently while managing multiple priorities effectively.