JD: Inside Sales Quality Analyst

About MediBuddy:
MediBuddy is India&aposs 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.

Associate Quality Analyst