Call Quality Analyst - Real Estate

Role Overview:

We are seeking a meticulous and analytical Call Quality Analyst to monitor and improve the quality of telecalling interactions within our sales operations. This role will also include conducting verification calls to clients to validate conversation outcomes, ensure customer satisfaction, and uphold process compliance.

Key Responsibilities:

• Monitor and evaluate inbound and outbound sales calls to ensure quality, script adherence, compliance, and professional conduct.
• Conduct verification calls with clients to confirm lead engagement, validate telecalling feedback, and assess customer satisfaction.
• Identify performance gaps and provide detailed feedback and coaching to telecallers to enhance communication and conversion effectiveness.
• Develop and maintain call audit reports, scorecards, and weekly/monthly performance insights.
• Collaborate with sales leadership and training teams to align quality benchmarks and address recurring issues.
• Recommend process improvements based on audit findings and customer feedback.
• Ensure compliance with internal guidelines, sales protocols, and client engagement standards.

Requirements:

• Bachelor’s degree in any discipline (preferred: Communications, Business, or related field).
• 2+ years of experience in call auditing, sales quality assurance, or client verification roles, preferably in real estate or telecalling environments.
• Strong attention to detail with excellent listening, observation, and analytical skills.
• Proficient in MS Excel and CRM/telephony systems.
• Strong verbal and written communication skills in English and regional languages as applicable.
• Ability to work independently while managing multiple tasks effectively.

Preferred Skills:

• Real estate domain knowledge and experience in sales/telecalling quality processes.
• Familiarity with CRM tools, lead management systems, and call recording software.
• Experience in customer verification or post-call engagement is a strong advantage.

Why Join Us?

• Be a part of a fast-growing and respected real estate brand.
• Play a vital role in improving customer experience and operational excellence.
• Exposure to professional development opportunities in quality and compliance functions.

Job Type: Full-time

Pay: ₹300,000.00 - ₹900,000.00 per year

Benefits:

• Provident Fund

Ability to commute/relocate:

• HSR Layout, Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Quality assurance: 1 year (Required)
• call audit: 1 year (Required)

Location:

• HSR Layout, Bengaluru, Karnataka (Required)

Work Location: In person