Role & responsibilities

To own end-to-end call quality across inbound and outbound tele-calling for all active real estate projects. The role will ensure effective and compliant calling practices, improve audited quality and conversion-readiness, and establish a measurable and auditable quality process across the contact center.

Key Responsibilities

- Own end-to-end call quality across inbound and outbound tele-calling for all active real estate projects.
- Design and maintain call QA rubrics and scoring methodologies.
- Conduct weekly call audits and maintain traceable quality records.
- Develop solid knowledge of project USPs, configurations, pricing logic and buyer profiles.
- Convert approved sales scripts into effective calling pitches, objection-handling guides and FAQs.
- Maintain version control of approved scripts and coordinate sign-offs with sales heads.
- Identify and escalate RERA, compliance and claims-related deviations.
- Provide caller-specific coaching, calibration and refresher training.
- Maintain a library of strong and weak call examples for training and induction.
- Prepare and publish weekly quality dashboards covering caller scores, trends, defect categories and conversion-readiness.
- Develop and maintain quality SOPs, scripts and process documentation.
- Prepare MIS and other quality-related reports.
- Develop strategies to generate qualified leads and improve site-visit conversion.




- Monitor qualified-lead and site-visit conversion rates and implement improvement measures.
- Track KPIs such as SV/CV/VM, dialled and connected calls, CSAT and talk time.
- Conduct product training and objection-handling sessions and regularly visit project sites for updates.
- Handle team escalations and monitor attendance, shift adherence, breaks, leave and weekly rosters.
- Manage and maintain the Ameyo calling CRM, including campaign creation, DID allocation, user addition, campaign assignment, hygiene checks and support tickets.
- Handle Ameyo-related service requests and invoice processing.
- Prepare regular reporting and analysis on call quality, team performance and conversion metrics.

Key Skills

- Call Center / Contact Center Quality Management
- Call Quality Audit & QA Scoring
- Inbound & Outbound Tele-calling
- Sales Conversion & Lead Management
- MIS & Performance Reporting
- Team Management & Coaching
- Product Training & Objection Handling
- CRM / Ameyo Management
- KPI & Target Monitoring
- Process & SOP Development
- Strong Communication & Coordination Skills
- Analytical and Problem-Solving Skills

Qualifications & Experience

- Bachelor's Degree in any discipline.
- 1216 years of relevant experience in Call Center Quality, Contact Center Operations, Tele-calling, Sales Quality or related functions.
- Experience in real estate / property sales or a similar industry will be preferred.

📌 Call Quality Analyst (Kolkata)
🏢 Profound Human Resource Development Advisors
📍 Kolkata