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Job Title: Quality Analyst – Sales Department
Location: Thane (Hiranandani)
Department: Sales / Business Development
Reporting To: Sales Manager / Quality Head
Job Summary:
The Quality Analyst will be responsible for monitoring, evaluating, and improving the performance of the sales team by analyzing calls, lead handling, and conversion processes. The role focuses on ensuring adherence to company standards, enhancing customer experience, and driving continuous improvement in sales quality.
Key Responsibilities:
Monitor and evaluate telecalling and sales interactions (calls, WhatsApp, emails, walk-ins).
Conduct regular call audits and provide constructive feedback to sales executives.
Ensure compliance with company SOPs, scripts, and communication standards.
Analyze lead management process from inquiry to conversion.
Identify gaps in sales performance and suggest actionable improvements.
Prepare daily, weekly, and monthly quality reports and dashboards.
Work closely with the training team to design and implement improvement plans.
Conduct calibration sessions with sales and management teams.
Track key KPIs such as conversion rate, call quality score, TAT, and customer satisfaction.
Assist in developing and updating sales scripts, FAQs, and quality benchmarks.
Highlight critical issues impacting patient experience and brand reputation.
Key Skills Required:
Strong analytical and observation skills
Excellent communication and feedback delivery
Knowledge of sales processes and call auditing
Proficiency in MS Excel and reporting tools
Attention to detail and process-oriented mindset
Ability to handle sensitive patient/customer interactions professionally
Experience Required:
1–3 years of experience in Quality / Sales / Call Center QA
Experience in healthcare, IVF, or service industry is an added advantage
Key Performance Indicators (KPIs):
Call Quality Scores
Conversion Rate Improvement
Adherence to Scripts & SOPs
Reduction in Customer Complaints
Sales Team Performance Improvement
Bachelor Of Technology (B.Tech/B.E), Bachelor of Dental Surgery (B.D.S), Bachelor of Homeopathic Medicine and Surgery (BHMS), Bachelor of Science (B.Sc), Bachelors of Law (B.L/L.L.B), Bachelor in General Studies (BGS), Bachelor of Arts (B.A), Bachelor of Applied Science (BAS), Bachelor of Education (B.Ed), Bachelor of Ayurvedic Medicine and Surgery (BAMS), Bachelor of Business Administration (B.B.A), Bachelor of Interdisciplinary Studies, Bachelor of Commerce (B.Com), Bachelor in Hotel Management (B.H.M), Bachelor of Architecture (B.Arch), Bachelor Of Pharmacy (B.Pharm), Bachelor of Music Education (B.M.E.), Bachelor of Social Work (B.S.W), MBBS, Bachelor of Health Science, Bachelor Of Computer Application (B.C.A), Bachelor of Liberal Arts (BLA/ALB), Bachelor of Music
Job ID: 146014731
