Manager - Senior Manager CRM ( QA & Training)

Job description

**Role & responsibilities** : The incumbent will be responsible for driving Quality Assurance, Process Compliance, Training, and Continuous Improvement across the Post-Sales Customer Relationship Management function. The role focuses on standardizing customer communication, ensuring adherence to SOPs, enhancing customer experience, and improving collection effectiveness through structured coaching and quality interventions. **Quality Assurance & Call Auditing** - Monitor and evaluate inbound and outbound customer interactions through Ozonetel Cloud Telephony (or similar platforms) using standardized QA scorecards. - Conduct regular audits of Welcome Calls to ensure accurate communication of payment schedules, project milestones, documentation requirements, registration timelines, and handover processes. - Review customer interactions for adherence to CRM SOPs, quality standards, compliance guidelines, and regulatory requirements. - Evaluate communication quality, customer handling, empathy, objection handling, professionalism, and issue resolution. - Ensure accurate documentation of customer interactions, call dispositions, and Promises to Pay (P2P) in SAP CRM. - Identify process gaps, recurring customer concerns, and training opportunities through quality audits. - Prepare and publish periodic Quality Scorecards, Audit Reports, and Management MIS. **Training & Development** - Design, deliver, and facilitate induction and refresher training programs for CRM Executives and Team Leads. - Conduct regular one-on-one coaching sessions using recorded customer interactions to improve communication effectiveness, customer experience, and service quality. - Develop training modules on CRM processes, SAP CRM usage, customer lifecycle management, collections, compliance, and service excellence. - Conduct calibration sessions with stakeholders to ensure consistency in quality evaluation standards. - Measure training effectiveness through post-training assessments, quality improvements, and performance metrics. - Identify skill gaps and prepare Individual Development Plans (IDPs) for CRM team members. Customer Experience & Process Excellence - Standardize customer communication across the entire Post-Sales journey, including onboarding, demand notices, milestone collections, registration, possession, and handover. - Train executives on handling customer objections relating to construction progress, payment schedules, interest waivers, documentation, registration, and possession timelines. - Coach teams on conflict resolution, customer psychology, negotiation techniques, and de-escalation strategies for managing difficult customer interactions. - Support the CRM leadership team in implementing customer-centric initiatives and service quality improvements. - Recommend process improvements based on customer feedback, quality findings, and operational analysis. Collections Quality & Compliance - Conduct quality audits of collection calls to ensure professionalism while maximizing recovery from defaulters. - Train CRM teams on effective collection techniques while maintaining brand values and customer relationships. - Ensure compliance with collection SOPs, legal guidelines, and organizational policies. - Monitor collection communication quality including Demand Calls, Pre-Due Date Calls, Reminder Calls, Follow-ups, and Final Collection Closures. - Track quality trends impacting collections and recommend corrective action plans.Systems & Reporting - Ensure proper utilization of SAP CRM for customer interaction logging, complaint management, payment follow-ups, and customer documentation. - Audit CRM records to ensure data accuracy, completeness, and process compliance. - Prepare Monthly QA Dashboards, Training Reports, Performance Analysis, Calibration Reports, and Management MIS. - Support implementation of new CRM processes, quality initiatives, and automation projects. **DESIRED PROFILE:** - Excellent communication, presentation, coaching, and stakeholder management skills with the ability to influence, mentor, and develop high-performing CRM teams. - Strong expertise in Quality Assurance, customer service frameworks, training methodologies, call auditing, and continuous process improvement. - Hands-on experience with SAP CRM, Ozonetel (or similar cloud telephony platforms), MS Office, and reporting/MIS tools. - In-depth understanding of the Real Estate post-sales customer lifecycle, including Demand Notices, Collections, Milestone Billing, Registration, Handover, and Possession processes. - Strong analytical, problem-solving, conflict resolution, and customer handling skills with a customer-centric approach and focus on operational excellence. **REPORTING TO**: HEAD CRM **LOCATION**: MUMBAI **Preferred candidate profile** : **QUALIFICATIONS**: Any Graduate / MBA / Graduate in Hospitality **EXPERIENCE**: 7-9 years of experience in Customer Relationship Management with exposure to the Real Estate Industry. Candidate should possess 3-5 years of hands-on experience in Quality Assurance, Training, and Customer Care Operations within the Real Estate Post-Sales function.