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
Robust listening, observation, and analytical skills.
Excellent verbal and written communication skills.
Ability to provide constructive, evidence-based feedback.
Valuable 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