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.
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.
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.
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.
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.
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.
Documentation & Process Improvement
Keep QA SOPs and evaluation sheets updated with current 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 (India)
🏢 Shriram Properties
📍 India