Call Audit Executive

Role & responsibilities

Call Quality Audits

• Audit Presales RM calls to evaluate communication skills, pitching quality, customer engagement, and objection handling.
• Ensure RMs follow the defined calling script and prescribed sales processes.
• Evaluate whether the RM effectively understands buyer requirements and pitches relevant properties.

Process Compliance

• Ensure adherence to the prescribed Presales SOPs and calling guidelines.
• Identify instances of incorrect pitching, unnecessary follow-ups, misleading commitments, and process deviations.
• Ensure RMs follow the correct process while scheduling, rescheduling, and cross-pitching properties. Visit Conversion Monitoring
• Evaluate the quality and relevance of scheduled visits. • Identify gaps in buyer qualification and visit scheduling.
• Analyse reasons for visit cancellations, no-shows, and unsuccessful visits.
• Recommend improvements to increase Schedule-to-Visit (S/V) conversion.

Feedback & Improvement

• Share structured feedback with RMs based on audit observations. Identify recurring performance gaps and coordinate with Team Leaders/ASMs for corrective action.
• Conduct calibration sessions to maintain consistency in audit standards.
• Track improvement in individual RM call quality scores.

Reporting & Analysis

• Maintain daily and weekly audit reports.
• Track audit scores, process deviations, and common error categories.
• Identify recurring issues and share actionable insights with the management team.
• Prepare performance and quality improvement reports.

Preferred candidate profile

• Prior experience in Quality Assurance (QA), Call Auditing, Inside Sales, or Real Estate Presales
• Excellent verbal and written communication skills.
• Strong listening, analytical, and observation skills.
• Good understanding of sales processes and customer handling.
• Ability to identify process gaps and provide constructive feedback.
• Proficiency in Google Sheets / MS Excel and reporting.
• Strong attention to detail and decision-making ability.
• Ability to work with targets, deadlines, and audit benchmarks.