Job Description - Quality Analyst – Real Estate Sales
Position Title - Quality Analyst – Real Estate Sales
Department - Sales / Quality Assurance
Location – Dehradun, Uttarakhand
Employment Type - Full-Time
Experience - 1–5 years of experience in Quality Assurance, Sales Quality, Customer Experience, or Real Estate/Inside Sales
Salary – INR 20,000/- to INR 30,000/- (No bar for right candidate)
Job Summary
We are looking for a detail-oriented and analytical Quality Analyst – Real Estate Sales to monitor, evaluate, and improve the quality of sales interactions and processes. The candidate will be responsible for auditing sales calls, chats, leads, CRM activities, and customer interactions to ensure adherence to defined quality standards, sales processes, compliance requirements, and customer experience guidelines.
The role will work closely with the Sales, Training, Operations, and Management teams to identify performance gaps, provide actionable feedback, and drive continuous improvement in the sales process.
Key Responsibilities
1. Sales Call & Interaction Quality Monitoring
Monitor and evaluate inbound and outbound sales calls, WhatsApp/chat conversations, emails, and other customer interactions.
Conduct regular call audits based on defined Quality Parameters and SOPs.
Assess sales executives on communication, product knowledge, customer engagement, need identification, objection handling, follow-up, and closing techniques.
Identify deviations from approved sales processes and communication guidelines.
Ensure accurate and appropriate information is provided to customers regarding projects, pricing, offers, payment plans, amenities, possession timelines, and other property-related details.
2. Quality Audits & Reporting
Prepare daily, weekly, and monthly quality audit reports.
Maintain Quality Scores and performance dashboards for individual sales executives and teams.
Identify recurring quality issues, process gaps, and behavioral trends.
Share insights and recommendations with Sales Managers and senior management.
Track improvement after feedback and corrective actions.
3. Process & Compliance Monitoring
Ensure sales teams follow defined SOPs, scripts, processes, and compliance guidelines.
Check CRM hygiene, lead disposition, follow-up schedules, call outcomes, and data accuracy.
Identify instances of mis-selling, incorrect commitments, false information, or deviation from approved communication.
Ensure customer information is handled appropriately and confidentially.
Escalate critical compliance or customer-impacting issues to the appropriate stakeholders.
4. Feedback & Coaching Support
Provide constructive and actionable feedback to sales executives based on audit findings.
Conduct calibration sessions with Quality, Sales, and Training teams to maintain consistency in evaluations.
Identify training needs based on quality trends.
Support the Training team in developing coaching modules, call examples, and improvement plans.
Conduct re-audits to measure improvement after coaching.
5. Customer Experience Improvement
Analyze customer interactions to identify factors affecting customer satisfaction and conversion.
Identify gaps in the customer journey from lead generation to site visit, booking, and post-sales handover.
Recommend improvements to sales scripts, processes, communication, and customer handling.
Highlight potential customer complaints or escalations before they become critical issues.
6. Real Estate Sales Process Understanding
Understand the complete real estate sales funnel, including:
Lead qualification
Lead allocation
Initial customer contact
Requirement gathering
Project presentation
Objection handling
Site visit conversion
Follow-ups
Booking/closure
Documentation and handover
Stay updated on project-specific information and ensure sales teams communicate only approved information.
Key Quality Parameters
The Quality Analyst may evaluate sales interactions on parameters such as:
Opening and introduction
Customer verification
Rapport building
Requirement/need identification
Active listening
Product/project knowledge
Communication skills
Accuracy of information
Pitch quality
Value proposition
Objection handling
Price and offer communication
Site visit pitching
Follow-up effectiveness
Closing technique
Customer engagement
CRM updates
Process adherence
Compliance adherence
Professionalism and customer experience
Key Performance Indicators (KPIs)
Quality Audit Score
Number of Calls/Interactions Audited
Audit Accuracy
Feedback Turnaround Time
Critical Error Identification
Reduction in Repeat Quality Errors
Improvement in Sales Team Quality Scores
Process Compliance %
CRM Compliance %
Customer Experience/CSAT indicators
Training/Coaching Effectiveness
Calibration Accuracy
Required Skills
Strong verbal and written communication skills
Excellent listening and analytical abilities
Strong attention to detail
Good understanding of sales processes
Ability to identify gaps and provide constructive feedback
Strong reporting and presentation skills
Good Excel/Google Sheets skills
Ability to analyze large volumes of interaction data
Strong interpersonal and stakeholder-management skills
Ability to work independently and meet deadlines
Problem-solving and root-cause analysis skills
Preferred Qualifications
Bachelor's degree in any discipline.
Prior experience in Real Estate Sales, Inside Sales, Telecalling, BPO, Customer Experience, or Quality Assurance preferred.
Experience using CRM systems such as Salesforce, Zoho, LeadSquared, HubSpot, or similar platforms is an advantage.
Experience with call-monitoring or call-recording platforms is preferred.
Ideal Candidate
The ideal candidate should be someone who can listen beyond the script, understand the customer's requirement and the salesperson's approach, and translate observations into practical actions that improve both sales performance and customer experience.
The candidate should be comfortable working with Sales Managers and frontline sales teams while maintaining objectivity, consistency, and confidentiality during quality evaluations.
Apply:
Interested candidates may share their updated CV to [email protected].
Pay: ₹20,000.00 - ₹30,000.00 per month
Work Location: In person
