(Apply in 3 Minutes) Call Audit

4 days ago

Chennai Tamil Nadu, India Adityaram Properties Full time

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

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