Description:
The Quality Assurance Executive at One Homes will be responsible for monitoring, evaluating, and improving the quality of all customer-facing communication conducted by the sales team. This role ensures that sales interactions align with company standards, brand tone, compliance requirements, and customer experience goals. Additionally, the executive will engage with clients who cancel after purchase to understand their reasons and provide actionable insights to management.
Key Responsibilities:
Sales Communication Quality Assurance
- Monitor and evaluate sales team communications across calls, messages, emails, and other customer touchpoints.
- Assess communication for accuracy, professionalism, compliance, transparency, and alignment with One Homes’ brand values.
- Identify gaps, inconsistencies, or deviations from approved sales scripts and guidelines.
- Prepare regular quality evaluation reports with scores, observations, and improvement recommendations.
- Provide constructive feedback to sales team members and coordinate with sales managers for corrective actions and training needs.
Customer Cancellation Analysis
- Contact clients who have cancelled bookings after purchase in a professional and empathetic manner.
- Conduct structured conversations to identify and document key reasons for cancellation.
- Compile and analyze cancellation data to identify trends, recurring issues, and risk factors.
- Share insights with management, sales, and operations teams to support process and product improvements.
Process & Continuous Improvement
- Help develop and update quality standards, evaluation checklists, and communication guidelines.
- Track recurring quality issues and recommend preventive measures.
- Support initiatives aimed at improving customer trust, satisfaction, and retention.
Required Skills & Qualifications
- Bachelor’s degree in Business, Communications, Marketing, or a related field.
- 1–3 years of experience in Quality Assurance, Sales Support, Customer Experience, or Call Monitoring (real estate experience preferred).
- Strong verbal and listening skills with the ability to assess tone, clarity, and persuasion.
- Excellent analytical and reporting skills.
- Ability to handle sensitive customer conversations with professionalism and empathy.
- Proficiency in CRM systems, call monitoring tools, and MS Excel/Google Sheets.