Call Quality Analyst

3 weeks ago

Bengaluru, Karnataka, India Prestige Group Full time

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.

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