Quality Analyst

Job Summary:

We are seeking a detail-oriented and analytical Quality Auditor to monitor, evaluate, and improve the quality of our in-house B2C healthcare sales process. The ideal candidate will ensure that sales interactions align with internal standards, compliance requirements and provide a high-quality consumer experience. This role is vital in identifying gaps, providing feedback, and supporting continuous improvement to drive both compliance and sales performance.

Key Responsibilities:

• Audit live and recorded calls of sales agents to evaluate adherence to quality standards, compliance guidelines, and pitch effectiveness.

• Assess parameters like call structure, communication, objection handling, product knowledge, and ethical selling practices.

• Identify trends, highlight areas for improvement, and share actionable feedback with sales leadership and training teams.

• Work closely with Sales, Training, and Compliance teams to update scripts, SOPs, and coaching plans.

• Create and maintain quality scorecards and audit documentation.

• Support calibration sessions with team leads to ensure consistency in evaluation and feedback.

• Monitor adherence to healthcare compliance standards (e.g., HIPAA, DNC, consent).

• Contribute to ongoing process enhancements that improve customer experience and conversion rates.

Qualifications:

• Bachelors degree in Healthcare, Business Administration, or related field.

• 2-4 years of experience as a Quality Analyst or Auditor in a B2C call center, preferably in healthcare sales or insurance.

• Strong understanding of call auditing techniques, sales processes, and customer service standards.

• Knowledge of compliance and data privacy regulations relevant to process.

• Excellent analytical, documentation, and communication skills.

• Proficient with QA tools, CRM platforms, and Microsoft Excel/Google Sheets

Preferred Skills:

• Experience working in a diagnostics, telemedicine, insurance, or health-tech B2C sales process.

• Exposure to coaching frameworks and QA automation tools.

• Certification in Quality Assurance or Six Sigma (added advantage).

• Fluency in regional languages is a plus

HR PRIYA- 9266732204

Job Types: Full-time, Permanent

Pay: ₹18,000.00 - ₹35,000.00 per month

Ability to commute/relocate:

• Okhla Industrial Estate, Delhi, Delhi: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Are you an immediate joiner?
• What is your current in hand salary?
• Do you give sales training and check quality of calls?

Experience:

• Quality management: 1 year (Preferred)

Work Location: In person