Sales Quality Assurance Specialist
2 weeks ago
Curelink provides doctors with a virtual care team consisting of experts like dieticians, yoga & and fitness coaches, mental health experts, etc. This enables them to provide better support which is available even out of the clinic, provide better counseling via subject matter experts, and ensure better compliance with timely follow-ups on WhatsApp and calls.
This is a novel concept and Curelink is the first HealthTech company to offer this to doctors in India. The company is founded by IIT Roorkee Alums and backed by top investment firms like Elevation Capital & Venture Highway and is operating in 7 cities with more than 1000 doctors using us to deliver better care to more than 50000 patients with 4000 new ones being added every month.
Responsibilities
- Quality Management Framework for Sales.
- Conduct calibration sessions to ensure that all key stakeholders are calibrated on what constitutes a quality call.
- Design and Develop evaluation programs that analyse critical performance behaviour's and metrics to the sales organization.
- Unearth root- cause of problems, possible solutions and provide actionable insight for performance improvements.
- Establish a process involving sales TL / Manager to disseminate the information to ensure improvements.
- Provide feedback to the leadership on agents' skills and work approach.
- Generate insights for Continuous Sales Process and Product Improvement.
- Capture the voice of the customer from call analysis and provide actionable inputs to sales agents/TLs and category leader and other relevant stakeholders.
- Articulate operational issues and trends to management.
- Identify areas of improvement in associates' performance through trending and analysis. Initiate process improvements to effectively align teams' capabilities with current and future needs.
- Call audit and Monitoring.
- Conduct daily call audit of at least 30 calls / 240 mins- capture evaluation of calls on the system and with the respective TLs and Category Leader.
- Leader - Shadow at least • 70 calls per week.
- Keep a track of good calls / bad calls and playing them to the TLs/agents.
- Design and create weekly quality check reports and scorecards.
- Present Monthly, Quarterly and Yearly Assessments of the Teams performance.
- Pitch to atleast 5 patients in a week to understand the patient persona.
- Responsible for the training of new joiness.
Requirements
- Degree preferred - Graduation.
- Certificate in quality assurance is a plus.
- Minimum 3 years of experience as a quality assurance specialist.
- Should have good know about CRM and other tools. (Eg. Zoho CRM and Metabase)
- Solid knowledge of relevant regulatory standards.
- Good communication skills, both verbal and written.
- Excellent data collection and analysis skills.
- Strong attention to detail
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