operations administrationcrm follow up bossdocusignmls listingstransaction coordination
Complete evaluation framework
What to assess and how to score it
Review the evidence signals before interviewing. Then use the anchored descriptions—not instinct alone—to choose the score that best matches each answer.
01
Evaluation factor
Execution and reliability
35% weight
Check how many concurrent transactions they coordinated: contract-to-close timelines, escrow and title deadlines, DocuSign packets, MLS listing input, and broker compliance file uploads.
Evidence to listen for
Describes a workload they owned and how they kept it from slipping
Names the tools and systems they ran day to day
Can talk about volume: tickets, inboxes, orders, uptime
Nothing quietly falls through when they are busy
Five-point scoring guide
1
Poor
Cannot describe their own workload; things slip without them noticing.
2
Needs Improvement
Handles routine volume; drops work under pressure.
3
Satisfactory
Reliable on steady-state work; struggles when volume spikes.
4
Very Good
Consistently reliable at real volume with a system for staying on top.
5
Excellent
Names deal volume per month, tracks inspection and financing contingency dates, and closes files with zero missing broker compliance documents.
02
Evaluation factor
Improving the process
25% weight
Probe for systems they built: CRM pipelines in Follow Up Boss or kvCORE, listing launch checklists, showing feedback templates, automated seller update cadences.
Evidence to listen for
Has changed a process rather than only following one
Can name what was slow or error-prone and what they did about it
Documents so the improvement survives them
Knows when a process is worth automating and when it is not
Five-point scoring guide
1
Poor
Follows instructions only; no sense that process can change.
2
Needs Improvement
Notices problems but escalates rather than solving.
3
Satisfactory
Makes small improvements; impact is local and undocumented.
4
Very Good
Has redesigned a real process with measurable effect.
5
Excellent
Describes a checklist or CRM automation they created that cut listing prep time or stopped deadlines slipping, with before and after detail.
03
Evaluation factor
Judgement and autonomy
25% weight
Assess decisions made without the agent: rescheduling showings, chasing lenders on delayed clear-to-close, handling an anxious buyer call, escalating earnest money disputes.
Evidence to listen for
Knows what to decide alone and what to escalate
Handles an exception without freezing or improvising recklessly
Protects confidentiality and access appropriately
Asks a clarifying question rather than guessing on something costly
Five-point scoring guide
1
Poor
Either escalates everything or acts recklessly on their own.
2
Needs Improvement
Needs frequent direction; uneasy with exceptions.
3
Satisfactory
Sound judgement on familiar decisions.
4
Very Good
Clear sense of their own authority; handles exceptions well.
5
Excellent
Draws a clear line between what they resolved alone and what needed the licensed agent, citing a real deadline or dispute they defused.
04
Evaluation factor
Communication
15% weight
Judge tone across audiences: seller status updates, coordination with title officers and lenders, vendor scheduling for photographers, staging and inspectors.
Evidence to listen for
Writes clearly enough that people act without a follow-up
Manages expectations before a deadline slips, not after
Handles a frustrated colleague or customer calmly
Works across time zones or async where the role needs it
Five-point scoring guide
1
Poor
Unclear written communication; goes quiet when things slip.
2
Needs Improvement
Communication needs chasing; raises problems late.
3
Satisfactory
Clear enough day to day; proactive updates are inconsistent.
4
Very Good
Clear, proactive, and calm under pressure.
5
Excellent
Writes concise updates clients understand, keeps title, lender and vendor threads current, and never leaves an agent surprised at the closing table.
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