Quality Assurance Officer (QA)

Job Description

Position: QA Officer (CRM & Sales Quality)
Department: Sales & Marketing

Job Summary

The QA Officer will be responsible for maintaining the quality assurance standards of the sales process and monitoring all activities through the CRM system. The role ensures that leads are handled efficiently, sales teams follow defined procedures, response time standards are maintained, and all calls and transactions comply with company policies.

The QA Officer will work closely with Sales Executives, Lead Qualifiers, Closers, Team Leaders, and CRM Monitoring staff to maintain a transparent and efficient lead management process.

Key Responsibilities

1. CRM Monitoring & Lead Management

• Monitor lead distribution and ensure leads are assigned to the correct sales executives.
• Ensure that initial lead response is made within the defined time (e.g., 15 minutes).
• Track undialed or ignored leads and ensure timely reassignment.
• Verify that sales staff properly update lead status in the CRM system.
• Maintain CRM data accuracy and ensure proper documentation of all sales activities.

2. Call Quality Assurance

• Conduct random call recording reviews of sales staff.
• Evaluate call quality based on company communication standards.
• Ensure proper customer engagement, product knowledge, and professional communication.
• Provide feedback to Team Leaders for improvement of sales staff performance.

3. Sales Process Compliance

• Ensure sales teams follow the defined sales workflow stages:
• Lead contact
• Lead qualification
• Visit scheduling
• Deal negotiation
• Booking confirmation
• Verify that all required steps are completed before the deal moves to the next stage.

4. Pre-Closing Verification

• Perform deal verification before final approval.
• Review call recordings related to mature deals.
• Verify negotiation process and documentation accuracy.
• Confirm compliance with pricing, discount approvals, and company policies.

5. Reporting & Performance Analysis

• Prepare daily and weekly, monthly CRM performance reports.
• Highlight delays in lead response, missed follow-ups, or CRM update issues.
• Identify process gaps and suggest improvements in sales workflow.
• Maintain records of warnings, quality issues, and improvement actions.

6. Sales Coordination & Process Improvement

• Work closely with the Sales Team and CRM Monitoring staff to create a clear roadmap for CRM usage.
• Support management in developing SOPs and quality standards for lead management.
• Ensure smooth coordination between Sales Executives, Lead Qualifiers, Closers, and Management.

Key Performance Indicators (KPIs)

• Lead response time compliance
• CRM data accuracy
• Call quality score
• Sales process compliance rate
• Number of verified deals before closing
• Reduction in lead wastage

Required Skills & Qualifications

• Master or Bachelor's degree in Business Administration, Marketing, or related field.
• 2–4 years of experience in CRM management or Quality Assurance, preferably in Real Estate.
• Strong understanding of sales pipelines and lead management systems.
• Experience with CRM software
• Excellent analytical and reporting skills.
• Strong communication and coordination abilities.

Preferred Skills

• Experience in sales call auditing.
• Ability to design sales process SOPs.
• Knowledge of lead management and conversion tracking

Pay: Rs50,000.00 - Rs60,000.00 per month

Work Location: In person