Quality Analyst

Role & responsibilities

Job Title: Associate Trainer Pharmacist (Substitution Sales & Coaching)

Department: Training & Quality

Reporting To: Training Manager / T&Q Lead

Location: Mumbai Office

Experience Required: 1–3 years in Substitution Sales (Pharma domain)

Role Overview:

The Associate Trainer will be responsible for conducting refresher sessions, floor coaching, and performance improvement trainings for telecallers engaged in substitution medicine sales. The role requires a pharmacist background with strong communication skills and the ability to translate product and process knowledge into effective customer conversations.

Key Responsibilities:

• Conduct refresher and on-the-job training (OJT) for telecallers on substitution selling, customer handling, and call quality improvement.
• Collaborate with Quality Analysts to identify common error patterns and develop targeted coaching plans.
• Ensure accuracy and compliance in medicine substitution as per doctor’s prescription, patient profile, and internal guidelines.
• Deliver product related sessions to enhance team’s medical knowledge and substitution confidence.
• Provide 1:1 coaching for agents in bottom quartile performance and track post-coaching improvement.
• Support new hire batches during nesting by reinforcing soft skills, sales ethics, and process adherence.
• Maintain training logs, feedback sheets, and reports on agent progress and session effectiveness.
• Participate in call calibrations and suggest process improvements based on observed agent challenges.

Required Qualifications:

• B.Pharm / D.Pharm or equivalent pharmaceutical qualification (mandatory)
• 1–3 years of experience in telecalling / customer service / sales in a pharmaceutical or healthcare setup
• Prior experience in substitution selling or generic medicine promotion preferred
• Strong understanding of drug categories, dosage forms, and brand-generic mapping
• Excellent communication and interpersonal skills
• Ability to conduct engaging training sessions and motivate learners
• Proficiency in MS Excel, PowerPoint, and call-monitoring tools