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 robust 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