Call Auditor Full Time NEW

Industry Type: Real Estate

Role Category: Voice – Inbound And Outbound

JD for Call Auditor

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 Neoteric Groups sales SOPs, CRM guidelines, and internal policies.

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.

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.

Feedback & Process Improvement

• Provide constructive feedback and coaching inputs to improve call quality and conversion effectiveness. Coordinate with Training and L&D teams .

Key Performance Indicators (KPIs)

• Call quality audit score
• Number of audits completed as per plan
• Reduction in customer complaints and escalations

Education

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

Experience

• 1-4 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
• Working knowledge of RERA norms (preferred)

Pay: ₹15,000.00 – ₹25,000.00 per month

Work Location: Remote