Job Responsibilities
• Monitor and evaluate inbound and outbound calls handled by CRM executives.
• Conduct daily call audits and maintain quality scores.
• Evaluate communication skills, patient handling, IVF counselling and objection handling.
• Ensure agents provide accurate information about IVF treatments, packages and appointments.
• Check CRM updates, call remarks, lead status and follow-up activities in Zoho CRM.
• Identify quality gaps and provide feedback to agents.
• Conduct regular training sessions to improve call quality and conversion.
• Prepare daily, weekly and monthly quality reports.
• Identify process errors, missed follow-ups and lead leakage.
• Coordinate with Team Leaders to improve agent performance and appointment conversion. Required Skills
• 2–5 years of experience in Call Centre Quality Assurance.
• Healthcare or Sales experience preferred.




• Positive communication and analytical skills.
• Knowledge of inbound and outbound call monitoring.
• Experience in Zoho CRM or other CRM platforms.
• Positive knowledge of MS Excel and reporting.
• Ability to conduct agent training and feedback sessions. Key Performance Indicators (KPIs)
• Call Quality Score.
• Daily Call Audit Completion.
• Agent-wise Quality Performance.
• CRM Process Compliance.
• Patient Counselling Quality.
• Script Adherence.
• Reduction in Quality Errors.
• Training Effectiveness. Reporting To: CRM Manager / CRM Head Objective: To improve call quality, patient experience, counselling standards and appointment conversion through regular call monitoring, feedback and training.

📌 Quality Analyst (Chennai)
🏢 Iswarya Fertility Center
📍 Chennai