Key Responsibilities

- Conduct regular audits of inbound and outbound sales calls, chats, emails, and CRM interactions.
- Evaluate advisor performance against defined quality parameters, process SOPs, sales communication standards, compliance requirements, and customer experience expectations.
- Share structured, actionable feedback with sales advisors and team leaders to improve performance.
- Identify critical errors, compliance deviations, and customer-impacting gaps; escalate them to the relevant stakeholders promptly.
- Analyze audit findings and identify recurring trends, root causes, and opportunities for process or training improvement.
- Prepare daily, weekly, and monthly quality reports and dashboards.
- Assess key call elements such as greeting, rapport building, need discovery, product/service explanation, objection handling, accuracy, closure, follow- up commitment, and CRM documentation.
- Conduct call calibrations, call listening sessions with Sales, Training, Operations, and Quality teams to ensure consistent audit standards.

Key Performance Indicators





- Contribution to sales conversion and customer experience improvement
- Audit productivity and adherence to audit timelines
- Quality score improvement across teams
- Reduction in critical errors and compliance deviations
- Accuracy and consistency of audits
- Closure rate of feedback and improvement actions
- Reduction in repeat customer complaints/escalations
- Calibration adherence and variance levels

Skills & Competencies

- Strong listening, observation, and analytical skills.
- Excellent verbal and written communication skills.
- Ability to provide constructive, evidence-based feedback.
- Good understanding of inside-sales processes, call flow, objection handling, and conversion levers.
- Solid knowledge of customer experience and compliance standards.
- High attention to detail, accuracy, and process orientation.
- Ability to identify trends, perform root-cause analysis, and recommend practical solutions.
- Proficiency in MS Excel/Google Sheets; knowledge of reporting and dashboard tools is an advantage.

📌 Quality Analyst (Indore)
🏢 Medibuddy
📍 Indore