Role & responsibilities

ROLE PURPOSE

Own end-to-end call quality across inbound and outbound tele-calling for all active real estate projects, in partnership with the sales heads who own the project scripts. Convert approved scripts into effective, compliant, project-accurate pitches, and lift the calling team's audited quality and conversion-readiness against a published rubric. Institutionalise quality as a measurable, auditable process rather than a subjective judgement, and reduce the contact center's dependence on individual callers or undocumented knowledge.

JOB DESCRIPTION

1. Own end-to-end call quality across inbound and outbound tele-calling for all active real estate projects.

2. Design and maintain the call QA rubric and scoring methodology for both inbound and outbound calls.

3. Audit a defined sample of calls per caller each week and score against the rubric with traceable evidence.

4. Build and maintain working command of each project's pulse, USP, configuration, pricing logic, and buyer profile.

5.



Translate sales-head-approved project scripts into calling-ready pitches, objection banks, and FAQ responses without altering approved commercial or legal claims.

6. Run a fixed joint-review and sign-off cadence with sales heads; maintain version control of the pitch library so the floor always uses the current approved script.

7. Flag RERA / claims-sensitive deviations and mis-statements through a documented escalation trail.

8. Convert audit findings into targeted, caller-by-caller coaching; run calibration and refresher sessions on launches and script changes.

9. Maintain a call library of robust and weak examples for training and induction.

10. Publish a weekly quality dashboard: caller scores, trend lines, top defect categories, and conversion-readiness signals.

11. Document and own quality SOPs, scripts, and process records so knowledge is institutionalised, not person-dependent.

12. Support contact center floor operations and reporting

📌 Call Centre Manager (Kolkata)
🏢 Profound Human Resource Development Advisors
📍 Kolkata