Senior Quality Analyst Manager

Quality Analyst

Key Responsibilities

• Call Quality Monitoring:

• Listen to, evaluate, and score sales calls against defined quality parameters.
• Identify gaps in communication, compliance, and sales effectiveness.

• Quality Framework & Policy:

• Develop, implement, and maintain call quality policies, SOPs, and evaluation frameworks.
• Ensure alignment with regulatory and organizational compliance requirements.

• Training & Development:

• Conduct regular feedback sessions and coaching for sales teams to improve performance.
• Design and deliver training modules on communication skills, compliance, and product knowledge.

• Compliance & Regulatory Adherence:

• Ensure all calls meet applicable legal, ethical, and industry-specific compliance standards.
• Maintain updated knowledge of relevant regulations in medical education and sales.

• Testing & Process Improvement:

• Conduct periodic audits and mystery calls to assess adherence to processes.
• Recommend and implement process improvements to enhance customer experience and conversion rates.

• Reporting & Insights:

• Prepare detailed quality reports and dashboards for leadership.
• Track trends, recurring issues, and training impact over time.

Required Skills & Experience

• Experience:

  8–12 years in Quality Analysis / Quality Assurance in Inside Sales, preferably in EdTech, Medical Education, or related industries.
• Strong understanding of

  call quality frameworks, compliance standards, and sales processes

  .
• Proven experience in

  training, coaching, and performance improvement

  for sales teams.
• Excellent communication, analytical, and interpersonal skills.
• Proficiency in

  CRM tools, call monitoring software, and MS Office/Excel

  .
• Ability to work under pressure and manage multiple priorities in a fast-paced environment.

Key Attributes

• Detail-oriented with a strong sense of ownership.
• Ability to influence and drive change across teams.
• High integrity and commitment to compliance.
• Strong problem-solving and decision-making skills.