Senior Associate
5 days ago
Job Description
JD: Inside Sales Quality Analyst
About MediBuddy:
MediBuddy is India&aposs leading digital healthcare platform offering 24x7 access to quality healthcare across India. Our Inside Sales team plays a crucial role in connecting patients with the right medical services. We are seeking a driven and detail-oriented Quality Analyst to ensure that every sales conversation is impactful, empathetic, and aligned with business goals.
Key Responsibilities:
Call Auditing & Feedback
- Audit inbound and outbound sales calls across multiple verticals.
- Evaluate calls based on predefined quality parameters (communication, product knowledge, empathy, adherence to script, closure, etc.).
- Identify gaps in conversations and provide structured, actionable feedback to improve agent performance.
- Maintain regular feedback logs and share them with relevant stakeholders.
Insights & Reporting
- Create weekly/monthly audit reports with detailed insights and trends.
- Analyze audit data to identify recurring issues, training needs, and process improvement areas.
- Build dashboards or visual reports to communicate performance health across teams.
Performance Coaching
- Drive performance improvement for the bottom quartile by engaging in one-on-one coaching, live call listening, and personalized feedback sessions.
- Track progress of low-performing agents and collaborate with Team Leaders to support upliftment efforts.
Script & Process Optimization
- Regularly review and help optimize calling scripts based on customer response patterns, business objectives, and campaign changes.
- Ensure updated scripts are documented, cascaded, and implemented effectively across the floor.
Documentation & SOPs
- Prepare and maintain SOPs related to call quality, auditing processes, and communication guidelines.
- Ensure easy access and understanding of quality standards for all team members.
Call Listening & Calibration
- Participate in live and recorded call listening sessions.
- Conduct call calibration sessions with Team Leaders and stakeholders to ensure alignment in quality scoring and expectations.
Requirements:
Must-Haves
- 1-3 years of experience as a Quality Analyst in inside sales or telecalling.
- Strong understanding of quality assurance frameworks, audit parameters, and sales effectiveness.
- Excellent verbal and written communication skills in English; Hindi proficiency is a plus.
- Ability to analyze call trends and drive bottom performers to average or above-average performance.
- Familiarity with CRM tools (Preferred) and call monitoring software (e.g., Convin.AI, Exotel, Leadsquared etc)
Good to Have
- Experience in healthcare sales
- Exposure to creating training modules or working closely with training teams.
- Certification in Quality Assurance or Sales Enablement is a bonus.
What Youll Bring:
- A sharp ear for detail, with the ability to listen beyond words.
- A coachs mindset with the tact to deliver feedback that drives change.
- A collaborative spirit that thrives on uplifting team performance.
- A data-first approach to decision-making.
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