Job Description

Key Responsibilities

• Quality monitoring and evaluation: 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
Required Skills and Qualifications

• Education: 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.

Skills Required