Quality Assurance

1 week ago

Remote, India Pinnacle Employment Full time

As a Quality Assurance & Training Lead, you will be at the front line of our business and in constant touch with customers. Your job is to ensure the highest quality standards are maintained by sales and customer service teams. You will listen to incoming and outgoing calls and report feedback to Founders and senior managers. Being part of an early stage startup, you will also get to see every part of how a company runs.

**Responsibilities**:

- Listen to incoming and outgoing calls to ensure excellent customer service and effective product pitching
- Monitor agents’ product knowledge, ability to handle objections & questions, and call closure
- Track performance of individual scripts and agents qualitatively and quantitatively
- Directly call existing and potential customers yourself to collect feedback
- Convey feedback to individual agents, monitor a quality score and ensure they improve
- Train new hires on scripts and on best practices during a call, conduct mock calls
- Set up ongoing training sessions for tenured employees where you present best practices across team members
- Prepare quality reports for managers and Founders
- Create scripts for new products alongside key stakeholders
- Update procedures and scripts based on customer response and changing business needs

Qualifications:

- 5 years’ experience in a training, coaching or sales setting required. Bonus if experience is in pharma selling, hospital or healthcare management.
- 3 years’ experience in a call center or remote inside-sales environment preferred
- Demonstrated ability to create scripts and other written communications
- Knowledge of women's health conditions like PCOS.
- Excellent English speaking and writing skills. Articulate and persuasive communication skills.
- Ability to speak a second/regional language is a bonus.
- Strong bent towards customer service

**Salary**: ₹700,000.00 - ₹960,000.00 per year

**Experience**:

- Quality assurance: 4 years (required)
- Call center: 4 years (required)

**Speak with the employer**
+91 9769629699

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