Senior Associate - Quality Analyst

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.