Quality Assurance Specialist

2 weeks ago

Indore, Madhya Pradesh, India beBeePerformance Full time ₹ 90,00,000 - ₹ 1,20,00,000
Job Opportunity

A leading digital healthcare platform offers quality healthcare services across India. The Inside Sales team plays a crucial role in connecting patients with the right medical services.

Key Responsibilities:
  • Conduct comprehensive audits of inbound and outbound sales calls, evaluating performance based on established quality parameters (communication, product knowledge, empathy, adherence to script, closure, etc.).
  • Identify areas for improvement and provide actionable feedback to enhance agent performance, maintaining regular logs and sharing insights with relevant stakeholders.
  • Develop detailed weekly/monthly reports highlighting key trends, analyzing audit data to identify training needs, process improvement areas, and optimize calling scripts.
  • Create visual dashboards to communicate performance health across teams, ensuring seamless collaboration and decision-making.
  • Drive performance enhancement by engaging in coaching, live call listening, and personalized feedback sessions, tracking progress of underperforming agents and collaborating with Team Leaders to support upliftment efforts.
  • Regularly review and refine calling scripts based on customer response patterns, business objectives, and campaign changes, documenting updated scripts and cascading them effectively across the organization.
  • Maintain standardized operating procedures (SOPs) related to call quality, auditing processes, and communication guidelines, ensuring easy access and understanding of quality standards for all team members.

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