Quality Auditor: Call Monitoring | Casagrand - Pune

Role Objective

To ensure quality, compliance, and effectiveness of customer interactions by auditing inbound and outbound calls made by Sales, CRM, and Channel Partner teams. The role focuses on adherence to company SOPs, regulatory guidelines, sales scripts, and customer experience standards.

Key Responsibilities

Call Audit & Quality Monitoring

• Conduct regular audits of inbound and outbound calls (sales, CRM, customer support, channel partners).
• Evaluate calls based on predefined quality parameters such as greeting, product explanation, need identification, objection handling, closure, and call etiquette.
• Ensure compliance with Casagrands sales SOPs, CRM guidelines, and internal policies.
• Verify accuracy of information shared with customers regarding pricing, offers, possession timelines, legal approvals, and amenities.

Compliance & Risk Control

• Identify deviations, mis-selling risks, false commitments, or policy violations during customer interactions.
• Flag critical observations related to legal, regulatory, or reputational risks.
• Ensure adherence to RERA, company-approved communication scripts, and disclaimer norms.

Reporting & Documentation

• Prepare daily, weekly, and monthly audit reports with findings, scores, trends, and improvement areas.
• Maintain proper documentation and audit trails for reviewed calls.
• Share structured feedback with Sales Managers, CRM Heads, and Training teams.

Feedback & Process Improvement

• Provide constructive feedback and coaching inputs to improve call quality and conversion effectiveness.
• Coordinate with Training and L&D teams for refresher training based on audit findings.
• Recommend process improvements to enhance customer experience and reduce escalations.

Stakeholder Coordination

• Work closely with Sales, CRM, Channel Sales, Legal, and Compliance teams.
• Support internal audits, management reviews, and special investigations related to customer complaints or escalations.

Key Performance Indicators (KPIs)

• Call quality audit score
• Number of audits completed as per plan
• Reduction in customer complaints and escalations
• Compliance adherence percentage
• Closure of audit observations within defined timelines

Eligibility Criteria

Education

• Graduate / Postgraduate in Business Administration, Commerce, or any relevant discipline.

Experience

• 2 to 8 years of experience in Call Quality Audit, Internal Audit, CRM QA, or Sales Quality roles.
• Prior experience in real estate, BFSI, or service industries preferred.

Skills & Competencies

• Strong understanding of sales and customer handling processes
• Knowledge of call audit frameworks and quality scoring models
• Familiarity with CRM systems and call recording tools
• Excellent analytical and reporting skills
• Good communication and stakeholder management abilities
• Attention to detail and high integrity
• Working knowledge of RERA norms (preferred)

HR Priyanka: 7708767283