Quality Analyst - Inside Sales
Job Description
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
%CF;Audit inbound and outbound sales calls across multiple verticals.
%CF;Evaluate calls based on predefined quality parameters (communication, product knowledge, empathy, adherence to script, closure, etc.).
%CF;Identify gaps in conversations and provide structured, actionable feedback to improve agent performance.
%CF;Maintain regular feedback logs and share them with relevant stakeholders.
Insights & Reporting
%CF;Create weekly/monthly audit reports with detailed insights and trends.
%CF;Analyze audit data to identify recurring issues, training needs, and process improvement areas.
%CF;Build dashboards or visual reports to communicate performance health across teams.
Performance Coaching
%CF;Drive performance improvement for the bottom quartile by engaging in one-on-one coaching, live call listening, and personalized feedback sessions.
%CF;Track progress of low-performing agents and collaborate with Team Leaders to support upliftment efforts.
Script & Process Optimization
%CF;Regularly review and help optimize calling scripts based on customer response patterns, business objectives, and campaign changes.
%CF;Ensure updated scripts are documented, cascaded, and implemented effectively across the floor.
Documentation & SOPs
%CF;Prepare and maintain SOPs related to call quality, auditing processes, and communication guidelines.
%CF;Ensure easy access and understanding of quality standards for all team members.
Call Listening & Calibration
%CF;Participate in live and recorded call listening sessions.
%CF;Conduct call calibration sessions with Team Leaders and stakeholders to ensure alignment in quality scoring and expectations.
Requirements:
Must-Haves
%CF;1–3 years of experience as a Quality Analyst in inside sales or telecalling.
%CF;Strong understanding of quality assurance frameworks, audit parameters, and sales effectiveness.
%CF;Excellent verbal and written communication skills in English; Hindi proficiency is a plus.
%CF;Ability to analyze call trends and drive bottom performers to average or above-average performance.
%CF;Familiarity with CRM tools (Preferred) and call monitoring software (e.g., , Exotel, Leadsquared etc)
Good to Have
%CF;Experience in healthcare sales
%CF;Exposure to creating training modules or working closely with training teams.
%CF;Certification in Quality Assurance or Sales Enablement is a bonus.
What You’ll Bring:
%CF;A sharp ear for detail, with the ability to listen beyond words.
%CF;A coach’s mindset with the tact to deliver feedback that drives change.
%CF;A collaborative spirit that thrives on uplifting team performance.
%CF;A data-first approach to decision-making.
