Senior Associate

1 week ago

Indore, Madhya Pradesh, India MediBuddy Full time ₹ 9,00,000 - ₹ 12,00,000 per year

JD: Inside Sales Quality Analyst
About MediBuddy:
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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