Call Quality Analyst

Key Responsibilities:

Performance Coaching & Training

• Listen to recorded and live pre-sales calls to assess pitch effectiveness, communication quality, and conversion potential.
• Conduct regular 1:1 feedback sessions with pre-sales executives.
• Lead pitch refinement workshops and project refresher sessions for teams.
• Train teams on product knowledge, objection handling, and customer engagement techniques.
• Maintain a repository of best calls, FAQs, pitch scripts, and roleplay formats.

Quality Control & Compliance

• Audit pre-sales communication, including brochures, follow-up emails, and post-call collaterals, for alignment with brand and project guidelines.
• Ensure all touchpoints meet internal service standards and customer expectations.

Reporting & Analysis

• Generate daily/weekly reports on QC scores, coaching outcomes, and rep-level progress.
• Identify trends and areas for improvement across the team.

Cross-functional Coordination & Process Improvement

• Collaborate with teams to streamline workflows.
• Recommend tools, templates, and process enhancements to improve call quality and pitch consistency.
• Support generalist functions within pre-sales as needed.

What We’re Looking For:

• 8–12 years of experience in sales coaching, quality audit, or team performance roles — preferably in real estate, BPOs, or customer-centric industries.
• Strong communication and listening skills, with the ability to coach constructively.
• Proficiency in Excel, CRM systems, and quality monitoring tools.
• High attention to detail with an analytical mindset.
• A dynamic, self-driven individual who enjoys working with teams.
• Female candidates are preferred for this role to enhance team diversity.