Job Responsibilities

1. Monitor and evaluate inbound and outbound calls handled by CRM executives.
2. Conduct daily call audits and maintain quality scores.
3. Evaluate communication skills, patient handling, IVF counselling and objection handling.
4. Ensure agents provide accurate information about IVF treatments, packages and appointments.
5. Check CRM updates, call remarks, lead status and follow-up activities in Zoho CRM.
6. Identify quality gaps and provide feedback to agents.
7. Conduct regular training sessions to improve call quality and conversion.
8. Prepare daily, weekly and monthly quality reports.
9. Identify process errors, missed follow-ups and lead leakage.
10. 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.




- Valuable communication and analytical skills.
- Knowledge of inbound and outbound call monitoring.
- Experience in Zoho CRM or other CRM platforms.
- Good 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