Role & responsibilities :

The incumbent will be responsible for driving Quality Assurance, Process Compliance, Training, and Continuous Improvement across the Post-Sales Customer Relationship Management function. The role focuses on standardizing customer communication, ensuring adherence to SOPs, enhancing customer experience, and improving collection effectiveness through structured coaching and quality interventions.

Quality Assurance & Call Auditing

- Monitor and evaluate inbound and outbound customer interactions through Ozonetel Cloud Telephony (or similar platforms) using standardized QA scorecards.
- Conduct regular audits of Welcome Calls to ensure accurate communication of payment schedules, project milestones, documentation requirements, registration timelines, and handover processes.
- Review customer interactions for adherence to CRM SOPs, quality standards, compliance guidelines, and regulatory requirements.
- Evaluate communication quality, customer handling, empathy, objection handling, professionalism, and issue resolution.
- Ensure accurate documentation of customer interactions, call dispositions, and Promises to Pay (P2P) in SAP CRM.
- Identify process gaps, recurring customer concerns, and training opportunities through quality audits.
- Prepare and publish periodic Quality Scorecards, Audit Reports, and Management MIS.

Training & Development

- Design, deliver, and facilitate induction and refresher training programs for CRM Executives and Team Leads.
- Conduct regular one-on-one coaching sessions using recorded customer interactions to improve communication effectiveness, customer experience, and service quality.
- Develop training modules on CRM processes, SAP CRM usage, customer lifecycle management, collections, compliance, and service excellence.




- Conduct calibration sessions with stakeholders to ensure consistency in quality evaluation standards.
- Measure training effectiveness through post-training assessments, quality improvements, and performance metrics.
- Identify skill gaps and prepare Individual Development Plans (IDPs) for CRM team members. Customer Experience & Process Excellence
- Standardize customer communication across the entire Post-Sales journey, including onboarding, demand notices, milestone collections, registration, possession, and handover.
- Train executives on handling customer objections relating to construction progress, payment schedules, interest waivers, documentation, registration, and possession timelines.
- Coach teams on conflict resolution, customer psychology, negotiation techniques, and de-escalation strategies for managing difficult customer interactions.
- Support the CRM leadership team in implementing customer-centric initiatives and service quality improvements.
- Recommend process improvements based on customer feedback, quality findings, and operational analysis. Collections Quality & Compliance
- Conduct quality audits of collection calls to ensure professionalism while maximizing recovery from defaulters.
- Train CRM teams on effective collection techniques while maintaining brand values and customer relationships.
- Ensure compliance with collection SOPs, legal guidelines, and organizational policies.
- Monitor collection communication quality including Demand Calls, Pre-Due Date Calls, Reminder Calls, Follow-ups,



and Final Collection Closures.
- Track quality trends impacting collections and recommend corrective action plans.Systems & Reporting
- Ensure proper utilization of SAP CRM for customer interaction logging, complaint management, payment follow-ups, and customer documentation.
- Audit CRM records to ensure data accuracy, completeness, and process compliance.
- Prepare Monthly QA Dashboards, Training Reports, Performance Analysis, Calibration Reports, and Management MIS.
- Support implementation of recent CRM processes, quality initiatives, and automation projects.

DESIRED PROFILE:

- Excellent communication, presentation, coaching, and stakeholder management skills with the ability to influence, mentor, and develop high-performing CRM teams.
- Strong expertise in Quality Assurance, customer service frameworks, training methodologies, call auditing, and continuous process improvement.
- Hands-on experience with SAP CRM, Ozonetel (or similar cloud telephony platforms), MS Office, and reporting/MIS tools.
- In-depth understanding of the Real Estate post-sales customer lifecycle, including Demand Notices, Collections, Milestone Billing, Registration, Handover, and Possession processes.
- Strong analytical, problem-solving, conflict resolution, and customer handling skills with a customer-centric approach and focus on operational excellence.

REPORTING TO: HEAD CRM

LOCATION: MUMBAI

Preferred candidate profile :

QUALIFICATIONS: Any Graduate / MBA / Graduate in Hospitality

EXPERIENCE: 7-9 years of experience in Customer Relationship Management with exposure to the Real Estate Industry.

Candidate should possess 3-5 years of hands-on experience in Quality Assurance, Training, and Customer Care Operations within the Real Estate Post-Sales function.

📌 Manager - Senior Manager CRM ( QA & Training) (Mumbai)
🏢 Puravankara
📍 Mumbai