Sales & Telesales Quality Assurance Supervisor – Real Estate

ROION EGYPT QUALITY TEAM - Full-time

Egypt,Cairo

Location: Egypt- Remote

Reports to: Sales Director

Job Summary:

The Sales & Telesales Quality Assurance Supervisor is responsible for monitoring, evaluating, and improving the call quality of a team of 20 sales and telesales agents in the real estate sector. This role ensures that all calls align with company standards, sales strategies, and customer engagement best practices to maximize conversion rates and client satisfaction.

Key Responsibilities:

Call Quality Monitoring & Evaluation

• Monitor outbound and inbound sales calls to ensure agents follow company scripts and sales techniques.
• Assess call recordings, live calls, and chat interactions for compliance with sales processes and customer service excellence.
• Develop and maintain call quality scoring systems to evaluate agent performance.

Sales Performance Coaching & Training

• Provide one-on-one coaching sessions to improve agent sales pitch, objection handling, and closing techniques.
• Conduct training workshops on sales call strategies, client relationship management, and effective communication.
• Ensure agents effectively promote real estate properties, upsell services, and meet client needs.

Performance Tracking & Reporting

• Track key performance indicators such as conversion rates, customer satisfaction, script adherence, and call handling efficiency.
• Generate weekly and monthly reports highlighting trends, strengths, and areas for improvement.
• Work closely with the Sales Manager and Team Leaders to enhance overall team performance.

Compliance & Quality Standards

• Ensure agents adhere to company policies, ethical sales practices, and industry regulations.
• Identify misrepresentation, aggressive sales tactics, or non-compliance issues and implement corrective measures.
• Continuously improve quality assurance guidelines and update call scripts based on customer feedback.

Process Optimization & Continuous Improvement

• Analyze call data to identify common client objections and optimize sales techniques.
• Recommend CRM improvements, script enhancements, and lead management strategies.
• Develop new quality assurance processes to enhance the efficiency of sales and telesales teams.

Qualifications & Skills:

• Minimum of three years of experience in call center quality assurance, telesales, or real estate sales coaching.
• Strong understanding of real estate sales cycles, lead conversion, and customer engagement.
• Excellent listening and analytical skills to evaluate agent performance and recommend improvements.
• Proficient in CRM software, call recording tools, and reporting dashboards.
• Strong coaching, communication, and leadership skills to drive performance.

Preferred Experience:

• Experience in a real estate company handling sales and telesales teams.
• Familiarity with off-plan properties, resale, and rental sales processes.
• Ability to train and develop a team of 20 or more telesales and sales agents.