4 Call Evaluation Jobs

Greetings from Homebazaar.com Who are we? Home Bazaar Services Pvt Ltd is India's leading Property Advisor with an immense history of successful client satisfaction. With 12+ years of expertise, we analyze and cater to the client's requirements and have assisted thoroughly in their property buying journey. With the support of 350+ Property experts, we have been awarded Mumbai's best-winning property service company for the Quarter 2023 -24. With these achievements under our wings, we also have expanded to new horizons, we are currently operational in 9+ metro cities across India. What is our requirement? Role: Deputy Manager - Quality Audit Job Location : Vashi Experience : 3 Years to 12 Years Salary : 4.50 LPA to 6.00 LPA Responsibilities Be responsible for running auditing activities through multifaceted activities via phone, chat, visits and mysterious audits to assure 100% process and performance adherence. Listen to and evaluate recorded sales calls to ensure accuracy, compliance, and effectiveness of communication. Assess calls against defined quality parameters such as tone, script adherence, customer handling, and closure approach. Identify errors, deviations, or non-compliance in sales conversations. Track recurring issues and highlight areas of concern for corrective action. Share quick and constructive feedback with sales teams to improve communication quality and customer engagement. Work closely with team leaders to ensure prompt resolution of identified errors. Prepare quality reports and dashboards highlighting performance trends, improvement areas, and compliance status. Present insights and updates to management to support data-driven decision-making. Identify process loopholes or missed opportunities in sales calls. Recommend process enhancements and training interventions to improve overall call quality and conversion. Why Join Us? Excellent Inputs & Real Time Support given by management to achieve realistic targets Pre-generated quality leads provided by the Homebazaar.com Professional development & career advancement opportunities within the Homebazaar.com Young & Vibrant work Culture. Reimbursement of fixed travelling & actual mobile expenses. SKILLS REQUIRED: Strong listening and analytical skills with attention to detail. Ability to deliver constructive feedback in a clear and professional manner. Knowledge of sales processes, call etiquettes, and customer handling. Good reporting, documentation, and presentation skills. Problem-solving mindset with the ability to identify root causes and suggest improvements. Proficiency in MS Excel/Google Sheets and basic reporting tools.

The CEC Trainer position requires someone with exceptional interpersonal and communication skills. As a CEC Trainer, you will be responsible for planning and facilitating new hire training, refresher trainings, and compliance-based functional training for both new and existing officers/employees. You will need to plan and conduct refresher sessions at predetermined frequencies to ensure the accuracy and effectiveness of the training. Your role will also involve driving sales targets and implementing sales strategies specific to the process. In this role, you will be conducting On-the-Job Training (OJT) and providing coaching, feedback, and supervision to new hires. Monitoring calls on both functional and behavioral parameters will also be part of your responsibilities. Experience in handling Nesting & OJT batches is preferred, along with excellent coaching and mentoring techniques. You should be able to identify training needs based on call evaluations and gaps in product and process understanding. Flexibility to travel, if required, to complete the New Hire Training (NHT) batch in other locations such as Thane, Hyderabad, or Bangalore is necessary. Additionally, cross-skilling of Trainers with other skills like Customer Care, Risk Assessment, New Relationship Cultivation, Relationship Lending, or Privileged Banking is advantageous. Candidates for this role should have a minimum education of a Graduate or Post Graduate degree. Training experience, preferably in a bank's Customer Contact Center or Call Center, with relevant expertise in Retail Liabilities/Credit Cards in Sales and Quality is required. Excellent presentation and communication skills are a must, and previous team handling experience would be desirable. Experience in Retail Banking is preferable for this position.,

Perform call audits and evaluate agent performance against defined quality parameters Provide constructive feedback to agents and conduct quality coaching sessions Track trends, identify training needs, and recommend process improvements Required Candidate profile Work with the operations training teams to improve customer satisfaction metrics Ensure compliance with internal and client-specific quality standards Prepare reports, dashboards Perks and benefits Perks and Benefits

The Quality Assurance (QA) Executive will be responsible for monitoring, evaluating, and improving the quality of inbound and outbound customer interactions. This role ensures that counselling processes, lead handling, and customer interactions are aligned with organizational standards, compliance protocols, and customer satisfaction benchmarks. The QA Executive will provide actionable feedback, support coaching initiatives, and contribute towards continuous process improvements. Key Responsibilities 1. Call Auditing & Quality Monitoring Monitor live and recorded calls to assess communication skills, call handling, adherence to scripts, and compliance with quality standards. Identify service gaps, soft-skill improvement areas, and policy deviations. Maintain accurate call evaluation reports in predefined audit formats. 2. Lead Quality & Follow-up Verification Audit incoming leads to verify validity, completeness, and relevance for admissions. Track counsellors follow-up adherence as per timelines and processes. Highlight delays, missed follow-ups, or incorrect lead handling for corrective measures. 3. Feedback & Coaching Support Provide structured, constructive feedback to agents highlighting strengths and areas of improvement. Assist the Manager in planning refresher training based on audit findings. Ensure implementation of feedback through regular follow-ups and effectiveness checks. 4. Compliance & Process Adherence Ensure strict adherence to SOPs, customer interaction protocols, and data protection guidelines. Report critical compliance breaches immediately to Manager QA. 5. Quality Reporting Maintain daily, weekly, and monthly QA trackers and dashboards. Provide trend analysis on recurring quality issues, lead quality, and follow-up adherence. 6. Collaboration Work closely with Operations, Training, and Digital teams to align on quality standards. Support quality checks for digital campaigns and publisher deliverables when required. Person Specification Education: Graduate or higher qualification. Experience: 25 years of relevant experience in call quality monitoring, preferably in education, BPO, or customer service sectors. Key & Essential Skills Call Auditing & Quality Monitoring QA Scorecards & Evaluation Frameworks Lead Quality Verification & Follow-up Tracking Feedback Delivery & Coaching Skills Customer Service Etiquette Assessment Strong Listening, Observation & Analytical Thinking Effective Verbal & Written Communication Interpersonal & Collaboration Skills Data Analysis & Quality Trend Reporting Proficiency in MS Excel, Google Sheets & Reporting Tools Knowledge of CRM Systems / Customer Databases Attention to Detail & Time Management Ability to Multitask in Fast-Paced Environments Adaptability to Change & Process Improvements Cultural Awareness, Sensitivity & Customer Orientation Additional Information Salary: As per company norms Applicants with prior QA/Quality Analyst experience will be given priority. This role may involve responsibilities beyond regular office hours and working days, as per process requirements.