1. Call Monitoring & Evaluation

- Listen to recorded customer calls handled by Presales Associates.

- Call Dispositions – IP, VP/VC & Lost Leads

- Evaluate each call based on key parameters:

- Greeting & call opening standards.

- Understanding customer requirement (project preference, budget, location).

- Product/project explanation quality.

- Data accuracy and lead qualification.

- Call closure & follow-up commitment.

- Score calls as per the QA evaluation sheet / scorecard.

- Share daily call feedbacks with Team Leaders and respective associates.

2. CRM / Salesforce Audit

- Verify if leads are updated properly in Salesforce (SFDC):

- Call status, lead source, comments, and next action are properly tagged.

- Duplication, missing call logs, or wrong tagging are flagged.

- Check for leads without follow-ups, delayed callbacks, or incomplete notes.

- Ensure leads marked as VC / VD / Booked / Lost are justified with valid remarks and documents.

3.

Quality

Reporting & Insights

- Prepare and share daily QA summary reports:

- Total calls audited.

- Common issues or process gaps.

- Top and bottom performers.

- Maintain weekly dashboards to track improvement trends and highlight recurring errors.

- Present findings to Presales Head / Business Analyst / AGM during review meetings.

4.



Feedback & Coaching

- Provide one-on-one feedback sessions to associates on their call quality.

- Share recorded examples of best and poor calls during team reviews.

- Recommend training sessions for communication, objection handling, and CRM usage.

- Track improvement progress of each associate after feedback.

5. Process & Compliance Checks

- Audit lead allocation process – ensure no data leakage or bypassing of protocol.

- Ensure WhatsApp & SMS communications follow approved templates and tone.

- Cross-verify that associates adhere to callback.

- Monitor lead distribution fairness and check if round-robin allocation is followed.

6. Coordination with Cross-Functional Teams

- Work closely with Presales Team Leaders for improvement plans.

- Based on the observations conduct Refresher Trainings.

- Coordinate with Salesforce Support / IT for technical corrections or CRM enhancements.

7. Documentation & Process Improvement

- Keep QA SOPs and evaluation sheets updated with new business changes.

- Document call patterns, customer objections, and effective resolutions for process improvements.

- Suggest current parameters or quality benchmarks based on evolving business needs.

📌 Sr.Executive / AM / DM - Pre-Sales ( QA ) (Bengaluru)
🏢 Shriram Properties
📍 Bengaluru