Call Quality Analyst

Job Title: Presales Auditor Real Estate (Resale)

Company: NoBroker.com
Department: Real Estate Resale
Experience: 1–2 Years
Employment Type: Full-Time

About NoBroker

NoBroker is India's first PropTech unicorn, transforming the real estate industry through technology. Our platform connects property owners, buyers, and tenants directly, eliminating brokerage and making property transactions simpler and more transparent.

Job Summary

We are looking for a detail-oriented and performance-driven Presales Auditor to monitor and evaluate customer interactions handled by Presales Relationship Managers (RMs). The candidate will be responsible for auditing calls, ensuring process compliance, identifying performance gaps, and improving customer engagement and property visit conversions.

Key Responsibilities

• Conduct regular call quality audits of Presales Relationship Managers.
• Evaluate communication skills, customer engagement, pitching techniques, and objection-handling capabilities.
• Ensure adherence to prescribed calling scripts, sales processes, and company SOPs.
• Monitor the quality and relevance of scheduled property visits.
• Identify gaps in customer qualification, follow-ups, and visit scheduling.
• Analyse reasons for visit cancellations, no-shows, and unsuccessful property visits.
• Provide structured feedback to RMs to improve call quality and performance.
• Coordinate with Team Leaders and Area Sales Managers to address recurring performance issues.
• Maintain daily and weekly audit reports, quality scores, and performance trackers.
• Identify process deviations and recommend corrective actions to improve overall sales effectiveness.

Required Skills

• Excellent verbal and written communication skills.
• Strong analytical, listening, and observation skills.
• Good understanding of sales processes and customer handling.
• Ability to identify performance gaps and provide constructive feedback.
• Proficiency in MS Excel and Google Sheets.
• Strong attention to detail and decision-making abilities.
• Ability to work with targets, deadlines, and quality benchmarks.

Preferred Candidate Profile

• 1–2 years of experience in Quality Assurance (QA), Call Auditing, Inside Sales, or Customer Relationship Management.
• Experience in Real Estate or PropTech will be an added advantage.
• Understanding of property sales processes and real estate terminology.
• Experience working with customer-facing sales teams.
• Candidates with strong communication and analytical abilities are preferred.

Key Performance Indicators (KPIs)

• Number of calls audited per day/week.
• Audit accuracy and adherence to quality benchmarks.
• RM SOP compliance percentage.
• Reduction in repeated process deviations.
• Improvement in RM call quality scores.
• Timely feedback and closure of identified gaps.
• Improvement in property visit scheduling quality and Schedule-to-Visit (S/V) conversion.

Why Join NoBroker?

• Opportunity to work with India's leading PropTech unicorn.
• Exposure to a fast-paced and performance-driven work environment.
• Opportunity to contribute to sales quality and process improvement.
• Career growth and learning opportunities.