Senior Quality Analyst Manager

6 days ago

Hyderabad, Telangana, India Medvarsity Technologies Pvt Ltd Full time ₹ 15,00,000 - ₹ 20,00,000 per year

We are seeking an experienced Quality Analyst with 812 years of proven expertise in call quality monitoring, compliance, training, and process improvement within an Inside Sales environment. The ideal candidate will ensure that every customer interaction meets our high standards for quality, compliance, and customer experience, while also driving continuous improvement through training and policy development.

Key Responsibilities

  • Call Quality Monitoring:

  • Listen to, evaluate, and score sales calls against defined quality parameters.

  • Identify gaps in communication, compliance, and sales effectiveness.

  • Quality Framework & Policy:

  • Develop, implement, and maintain call quality policies, SOPs, and evaluation frameworks.

  • Ensure alignment with regulatory and organizational compliance requirements.

  • Training & Development:

  • Conduct regular feedback sessions and coaching for sales teams to improve performance.

  • Design and deliver training modules on communication skills, compliance, and product knowledge.

  • Compliance & Regulatory Adherence:

  • Ensure all calls meet applicable legal, ethical, and industry-specific compliance standards.

  • Maintain updated knowledge of relevant regulations in medical education and sales.

  • Testing & Process Improvement:

  • Conduct periodic audits and mystery calls to assess adherence to processes.

  • Recommend and implement process improvements to enhance customer experience and conversion rates.

  • Reporting & Insights:

  • Prepare detailed quality reports and dashboards for leadership.

  • Track trends, recurring issues, and training impact over time.

Required Skills & Experience

  • Experience: 8–12 years in Quality Analysis / Quality Assurance in Inside Sales, preferably in EdTech, Medical Education, or related industries.
  • Strong understanding of call quality frameworks, compliance standards, and sales processes.
  • Proven experience in training, coaching, and performance improvement for sales teams.
  • Excellent communication, analytical, and interpersonal skills.
  • Proficiency in CRM tools, call monitoring software, and MS Office/Excel.
  • Ability to work under pressure and manage multiple priorities in a fast-paced environment.

Key Attributes

  • Detail-oriented with a strong sense of ownership.
  • Ability to influence and drive change across teams.
  • High integrity and commitment to compliance.
  • Strong problem-solving and decision-making skills.

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