Quality Analyst

Job Title: Quality Analyst – Sales DepartmentLocation: Thane (Hiranandani)Department: Sales / Business DevelopmentReporting To: Sales Manager / Quality HeadJob 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 skillsExcellent communication and feedback deliveryKnowledge of sales processes and call auditingProficiency in MS Excel and reporting toolsAttention to detail and process-oriented mindsetAbility to handle sensitive patient/customer interactions professionallyExperience Required:1–3 years of experience in Quality / Sales / Call Center QAExperience in healthcare, IVF, or service industry is an added advantageKey Performance Indicators (KPIs):Call Quality ScoresConversion Rate ImprovementAdherence to Scripts & SOPsReduction in Customer ComplaintsSales Team Performance Improvement

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