Quality Analyst

4 days ago

Indore, Madhya Pradesh, India MediBuddy Full time ₹ 1,04,000 - ₹ 1,30,878 per year

MediBuddy is India's 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 You'll Bring:

  • A sharp ear for detail, with the ability to listen beyond words.

  • A coach's 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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