Call Quality Analyst

Profound Human Resource Development Advisors; Kolkata District; On-site; INR 300,000 - 420,000; Full time

Job summary

Profound Human Resource Development Advisors is seeking a Quality Assurance Lead to own end-to-end call quality for active real estate projects. You will design rubrics, conduct weekly audits, and publish dashboards to drive conversion-readiness.

The role involves developing SOPs, coaching teams, maintaining the Ameyo CRM, and tracking KPIs such as CSAT and talk time. A Bachelor's degree and relevant call center quality experience are preferred, with real estate exposure advantageous.

Qualifications

• Bachelor's Degree in any discipline.
• 1216 years of relevant experience in Call Center Quality, Contact Center Operations, Tele-calling, Sales Quality or related functions.
• Experience in real estate / property sales or a similar industry will be preferred.

Responsibilities

• Own end-to-end call quality across inbound and outbound tele-calling for all active real estate projects.
• Design and maintain call QA rubrics and scoring methodologies.
• Conduct weekly call audits and maintain traceable quality records.
• Develop strong knowledge of project USPs, configurations, pricing logic and buyer profiles.
• Convert approved sales scripts into effective calling pitches, objection-handling guides and FAQs.
• Maintain version control of approved scripts and coordinate sign-offs with sales heads.
• Identify and elevate RERA, compliance and claims-related deviations.
• Provide caller-specific coaching, calibration and refresher training.
• Maintain a library of strong and weak call examples for training and induction.
• Prepare and publish weekly quality dashboards covering caller scores, trends, defect categories and conversion-readiness.
• Develop and maintain quality SOPs, scripts and process documentation.
• Prepare MIS and other quality-related reports.
• Develop strategies to generate qualified leads and improve site-visit conversion.
• Monitor qualified-lead and site-visit conversion rates and implement improvement measures.
• Track KPIs such as SV/CV/VM, dialled and connected calls, CSAT and talk time.
• Conduct product training and objection-handling sessions and regularly visit project sites for updates.
• Handle team escalations and monitor attendance, shift adherence, breaks, leave and weekly rosters.
• Manage and maintain the Ameyo calling CRM, including campaign creation, DID allocation, user addition, campaign assignment, hygiene checks and support tickets.
• Handle Ameyo-related service requests and invoice processing.
• Prepare regular reporting and analysis on call quality, team performance and conversion metrics.

Education

Bachelor's Degree in any discipline.

Tools

Ameyo

Job description

Role & responsibilities

To own end-to-end call quality across inbound and outbound tele-calling for all active real estate projects. The role will ensure effective and compliant calling practices, improveauditedquality and conversion-readiness, and establish a measurable and auditable quality process across the contact center.

Key Responsibilities

• Own end-to-end call quality across inbound and outbound tele-calling for all active real estate projects.
• Design and maintain call QA rubrics and scoring methodologies.
• Conduct weekly call audits and maintain traceable quality records.
• Develop strong knowledge of project USPs, configurations, pricing logic and buyer profiles.
• Convert approved sales scripts into effective calling pitches, objection-handling guides and FAQs.
• Maintain version control of approved scripts and coordinate sign-offs with sales heads.
• Identify and elevate RERA, compliance and claims-related deviations.
• Provide caller-specific coaching, calibration and refresher training.
• Maintain a library of strong and weak call examples for training and induction.
• Prepare and publish weekly quality dashboards covering caller scores, trends, defect categories and conversion-readiness.
• Develop and maintain quality SOPs, scripts and process documentation.
• Prepare MIS and other quality-related reports.
• Develop strategies to generate qualified leads and improve site-visit conversion.
• Monitor qualified-lead and site-visit conversion rates and implement improvement measures.
• Track KPIs such as SV/CV/VM, dialled and connected calls, CSAT and talk time.
• Conduct product training and objection-handling sessions and regularly visit project sites for updates.
• Handle team escalations and monitor attendance, shift adherence, breaks, leave and weekly rosters.
• Manage and maintain the Ameyo calling CRM, including campaign creation, DID allocation, user addition, campaign assignment, hygiene checks and support tickets.
• Handle Ameyo-related service requests and invoice processing.
• Prepare regular reporting and analysis on call quality, team performance and conversion metrics.

Key Skills

• Call Center / Contact Center Quality Management
• Call Quality Audit & QA Scoring
• Inbound & Outbound Tele-calling
• Sales Conversion & Lead Management
• MIS & Performance Reporting
• Team Management & Coaching
• Product Training & Objection Handling
• CRM / Ameyo Management
• KPI & Target Monitoring
• Process & SOP Development
• Strong Communication & Coordination Skills
• Analytical and Problem-Solving Skills

Qualifications & Experience

• Bachelor's Degree in any discipline.
• 1216 years of relevant experience in Call Center Quality, Contact Center Operations, Tele-calling, Sales Quality or related functions.
• Experience in real estate / property sales or a similar industry will be preferred.