About this role
About MediBuddy: MediBuddy is India's leading digital healthcare platform offering 24x7 access to quality healthcare across India. Our Inside Sales team plays a crucial role in connecting patients with the right medical services. We are seeking a driven and detail-oriented Quality Analyst to ensure that every sales conversation is impactful, empathetic, and aligned with business goals. Key Responsibilities: Call Auditing & Feedback ● Audit inbound and outbound sales calls across multiple verticals. ● Evaluate calls based on predefined quality parameters (communication, product knowledge, empathy, adherence to script, closure, etc.). ● Identify gaps in conversations and provide structured, actionable feedback to improve agent performance. ● Maintain regular feedback logs and share them with relevant stakeholders. Insights & Reporting ● Create weekly/monthly audit reports with detailed insights and trends. ● Analyze audit data to identify recurring issues, training needs, and process improvement areas. ● Build dashboards or visual reports to communicate performance health across teams. Performance Coaching ● Drive performance improvement for the bottom quartile by engaging in one-on-one coaching, live call listening, and personalized feedback sessions. ● Track progress of low-performing agents and collaborate with Team Leaders to support upliftment efforts. Script & Process Optimization ● Regularly review and help optimize calling scripts based on customer response patterns, business objectives, and campaign changes. ● Ensure updated scripts are documented, cascaded, and implemented effectively across the floor. Documentation & SOPs ● Prepare and maintain SOPs related to call quality, auditing processes, and communication guidelines. ● Ensure easy access and understanding of quality standards for all team members. Call Listening & Calibration ● Participate in live and recorded call listening sessions. ● Conduct call calibration sessions with Team Leaders and stakeholders to ensure alignment in quality scoring and expectations. Requirements: Must-Haves ● 1–3 years of experience as a Quality Analyst in inside sales or telecalling. ● Strong understanding of quality assurance frameworks, audit parameters, and sales effectiveness. ● Excellent verbal and written communication skills in English; Hindi proficiency is a plus. ● Ability to analyze call trends and drive bottom performers to average or above-average performance. ● Familiarity with CRM tools (Preferred) and call monitoring software (e.g., Convin.AI , Exotel, Leadsquared etc) Good to Have ● Experience in healthcare sales ● Exposure to creating training modules or working closely with training teams. ● Certification in Quality Assurance or Sales Enablement is a bonus. What You’ll Bring: ● A sharp ear for detail, with the ability to listen beyond words. ● A coach’s mindset with the tact to deliver feedback that drives change. ● A collaborative spirit that thrives on uplifting team performance. ● A data-first approach to decision-making.