NoBrokerHood
Website:
nobrokerhood.com
Job details:
Company Description
NoBrokerHood, a subsidiary of India's first prop-tech unicorn NoBroker, is a comprehensive visitor, community, and financial management platform designed for gated societies. Founded in 2018, it manages over 25,000 societies and safeguards the lives of more than 48 lakh families nationwide. It provides diverse solutions for society administrators, guards, and residents, including home maintenance, renting, and marketplace services. NoBrokerHood is a leader in secure data management, holding the prestigious Level 1 PCI-DSS certification and adhering to GDPR, PDPB 2019, and ISO 27001 standards. Backed by a $5 million investment from Google, it is rapidly expanding its footprint across India.
Role Description
The Quality Analyst will be responsible for monitoring and evaluating customer interaction calls to ensure service quality, compliance with company policies, and an excellent customer experience. The role focuses on identifying gaps, providing feedback, and helping improve team performance through quality monitoring.
Key Responsibilities
- Monitor and audit customer service / sales calls to ensure quality standards are met.
- Evaluate calls based on quality parameters, scripts, compliance, and customer handling skills.
- Provide constructive feedback and coaching inputs to agents based on call evaluations.
- Identify training needs and performance improvement areas.
- Maintain quality audit reports, scorecards, and performance dashboards.
- Work closely with team leaders and training teams to improve overall service quality.
- Track common customer issues and process gaps and recommend improvements.
- Ensure adherence to process guidelines, call etiquette, and compliance standards.
- Conduct calibration sessions with team leads to maintain scoring consistency.
Key Skills Required
- Experience in Call Auditing / Call Monitoring / Quality Analysis.
- Strong understanding of customer service and inside sales processes.
- Good knowledge of quality frameworks and call evaluation scorecards.
- Strong communication and feedback skills.
- Ability to analyze calls and identify process improvement opportunities.
- Good Excel and reporting skills.
Preferred Experience
- 1–4 years experience in Quality Auditing / QA in BPO, Customer Support, or Inside Sales.
- Experience in real estate, proptech, or customer service environment is an advantage.
Key Metrics (KPIs)
- Call Quality Scores
- Compliance Adherence
- Customer Satisfaction (CSAT)
- Process Improvement Recommendations
- Agent Performance Improvement
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Click on Apply to know more.