About The Company

TP is a leading organization dedicated to delivering exceptional real estate services and solutions. With a strong focus on customer satisfaction and operational excellence, TP has established itself as a trusted name in the industry. The company prides itself on fostering a dynamic work environment that encourages innovation, teamwork, and continuous improvement.

Committed to growth and excellence, TP offers a range of career opportunities for talented professionals seeking to make a meaningful impact in the real estate sector.

About The Role The Quality Analyst at TP plays a vital role in maintaining and enhancing the quality standards of customer interactions within the organization. This position involves monitoring inbound and outbound calls, evaluating agent performance, and providing actionable feedback to improve service quality.

The Quality

Analyst supports process improvement initiatives aimed at increasing customer satisfaction metrics such as CSAT, NPS, and First Call Resolution (FCR). This role requires a keen eye for detail, excellent communication skills, and a proactive approach to coaching and development. The ideal candidate will have experience in a similar role within the real estate domain and will be committed to upholding the company's standards of excellence.

Qualifications The ideal candidate should possess a graduate degree in any stream. A minimum of 1-3 years of experience as a Quality Analyst, specifically within the domestic real estate process, is required. Candidates should demonstrate strong analytical skills, proficiency in report generation, and the ability to interpret data to identify areas for improvement.

Experience in coaching and providing constructive feedback to agents is essential, along with a thorough understanding of quality parameters and process adherence within the real estate industry.





Responsibilities

- Monitor, evaluate, and score inbound and outbound calls based on defined quality parameters to ensure service standards are met or exceeded.
- Provide constructive feedback and coaching sessions to agents to enhance their performance and adherence to quality standards.
- Identify gaps in communication, process compliance, and customer handling techniques, and recommend corrective actions.
- Prepare and maintain comprehensive quality reports, dashboards, and analysis for leadership review, highlighting trends, insights, and areas for improvement.
- Support process improvement initiatives aimed at optimizing customer experience metrics such as CSAT, NPS, and FCR.
- Collaborate with cross-functional teams to implement best practices and enhance overall service quality.
- Stay updated with industry trends and best practices in quality assurance and customer service within the real estate sector.

Benefits TP offers a competitive compensation package along with a comprehensive benefits program. Employees are provided with health insurance, paid time off, and opportunities for professional development. The company fosters a positive work environment that promotes growth, recognition, and work-life balance. Additionally, TP encourages continuous learning through training sessions, workshops, and career advancement programs, ensuring employees have the tools needed to succeed and grow within the organization.

Equal Opportunity

TP is an equal opportunity employer committed to creating an inclusive workplace. We value diversity and do not discriminate based on race, gender, age, religion, sexual orientation, or any other protected characteristic. Our hiring practices are designed to promote fairness and equal chance for all candidates, ensuring a welcoming environment where everyone can thrive and contribute to our collective success.

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