Job Description Call Quality Executive (Pre-Sales)

Position: Call Quality Executive

Department: Pre-Sales
Industry: Real Estate
Location: Bangalore
Experience: 3+ Years
Qualification: Any Graduate (Degree Completion Mandatory)

Job Summary

The Call Quality Executive is responsible for monitoring, evaluating, and improving the quality of customer interactions handled by the Pre-Sales team. The role involves auditing calls, providing constructive feedback, identifying training needs, ensuring adherence to company processes, and driving continuous improvement in customer experience and lead conversion quality.

Key Responsibilities

- Monitor and evaluate inbound and outbound calls of Pre-Sales Executives against predefined quality parameters.
- Conduct regular call audits and maintain quality scorecards.
- Identify gaps in communication, product knowledge, objection handling, and sales techniques.
- Share timely and actionable feedback with team members and reporting managers.
- Track quality trends and recommend process improvements.
- Ensure adherence to company SOPs, compliance guidelines, and customer service standards.
- Prepare daily, weekly, and monthly quality reports with insights and recommendations.
- Coordinate with Training and Pre-Sales Managers to address identified skill gaps.
- Monitor call etiquette, professionalism, customer engagement, and CRM documentation quality.
- Participate in calibration sessions to ensure consistency in quality evaluations.
- Support the implementation of quality improvement initiatives and best practices.
- Analyze recurring customer concerns and suggest corrective actions to improve customer satisfaction.

Key Skills Required

- Strong verbal and written communication skills.
- Excellent listening and analytical abilities.




- Experience in call quality monitoring and auditing.
- Good understanding of customer service and telesales processes.
- Ability to provide constructive coaching and feedback.
- Strong attention to detail.
- Proficiency in Microsoft Excel, Word, and PowerPoint.
- Experience with CRM systems is preferred.
- Positive reporting and documentation skills.
- Ability to work collaboratively with cross-functional teams.

Eligibility Criteria

Education

- Any Bachelor's Degree (Completion is Mandatory).

Experience

- Minimum 3 years of experience in Call Quality, Quality Assurance, or Quality Analyst role.
- Experience in Real Estate Pre-Sales, Telecalling, Customer Support, or BPO Quality is preferred.
- Prior experience in evaluating sales calls will be an added advantage.

Key Competencies

- Quality Auditing
- Call Monitoring
- Coaching & Feedback
- Communication Skills
- Customer Experience Management
- Process Compliance
- Performance Analysis
- Reporting & MIS
- Attention to Detail
- Time Management

Preferred Candidate Profile

- Experience in evaluating high-volume sales or pre-sales calls.
- Knowledge of real estate sales lifecycle and customer handling.
- Ability to identify training needs through quality audits.
- Strong interpersonal and stakeholder management skills.
- Self-driven with a continuous improvement mindset.

Key Performance Indicators (KPIs)

- Number of calls audited per day/week.
- Quality audit accuracy and consistency.
- Improvement in Pre-Sales quality scores.
- Reduction in customer complaints related to communication.
- Timeliness of quality reports.
- Closure rate of coaching feedback.
- Compliance adherence percentage.
- Training recommendations implemented.
- Overall improvement in customer experience metrics.

📌 Call Quality Specialist (Karnataka)
🏢 Sobha
📍 Karnataka