Quality Analyst

Job Title: Quality Analyst – Sales Department

Location: Thane (Hiranandani)

Department: Sales / Business Development

Reporting To: Sales Manager / Quality Head

Job Summary:

The Quality Analyst will be responsible for monitoring, evaluating, and improving the performance of the sales team by analyzing calls, lead handling, and conversion processes. The role focuses on ensuring adherence to company standards, enhancing customer experience, and driving continuous improvement in sales quality.

Key Responsibilities:

• Monitor and evaluate telecalling and sales interactions (calls, WhatsApp, emails, walk-ins).
• Conduct regular call audits and provide constructive feedback to sales executives.
• Ensure compliance with company SOPs, scripts, and communication standards.
• Analyze lead management process from inquiry to conversion.
• Identify gaps in sales performance and suggest actionable improvements.
• Prepare daily, weekly, and monthly quality reports and dashboards.
• Work closely with the training team to design and implement improvement plans.
• Conduct calibration sessions with sales and management teams.
• Track key KPIs such as conversion rate, call quality score, TAT, and customer satisfaction.
• Assist in developing and updating sales scripts, FAQs, and quality benchmarks.
• Highlight critical issues impacting patient experience and brand reputation.

Key Skills Required:

• Strong analytical and observation skills
• Excellent communication and feedback delivery
• Knowledge of sales processes and call auditing
• Proficiency in MS Excel and reporting tools
• Attention to detail and process-oriented mindset
• Ability to handle sensitive patient/customer interactions professionally

Experience Required:

• 1–3 years of experience in Quality / Sales / Call Center QA
• Experience in healthcare, IVF, or service industry is an added advantage

Key Performance Indicators (KPIs):

• Call Quality Scores
• Conversion Rate Improvement
• Adherence to Scripts & SOPs
• Reduction in Customer Complaints
• Sales Team Performance Improvement