Quality Analyst (BPO/KPO)

Company Description

Doctor Detox, established in 2008, is a wellness clinic that specialises in scientific and natural detoxification and weight loss programmes. Our carefully designed plans aim to enhance both physical and mental health, boost resilience to diseases, and support sustainable weight loss. By focusing on a strict diet, medicinal regimens, and improved consumption habits, Doctor Detox helps individuals achieve their health goals effectively.

Role Overview

The Quality Analyst (QA) will be responsible for monitoring, evaluating, and improving the quality of telesales calls made by the Sales Executives. The role ensures that every interaction aligns with company standards, delivers an excellent customer experience, and drives conversion, compliance, and revenue growth.

Key Responsibilities

1.Call Auditing & Evaluation

Listen to outbound and inbound telesales calls daily and audit them based on predefined quality parameters.

Score calls on communication, pitch accuracy, objection handling, process adherence, and conversion effectiveness.

Identify gaps in sales communication, compliance, and behavioural standards.

Track errors, improvement areas, and positive behaviours for reporting.

2.Feedback & Coaching

Provide structured, constructive feedback to Sales Executives on their call performance.

Conduct one-on-one coaching sessions to improve communication, sales approach, and process adherence.

Support managers with training inputs based on common error patterns.

3.Process Compliance & Quality Control

Ensure all telesales calls follow company guidelines, scripts, compliance norms, and sales protocols.

Monitor adherence to pitch, pricing accuracy, offer communication, and mandatory disclosures.

Collaborate with the Sales & Training Team to standardise call scripts and processes.

4.Reporting & Documentation

Prepare daily/weekly/monthly quality reports with scores, findings, and action points.

Maintain QA dashboards and audit sheets updated with accuracy.

Flag critical issues, potential risks, and training needs to the management promptly.

5.Continuous Improvement

Recommend process improvements and script modifications to enhance conversion quality.

Identify training requirements and suggest targeted learning sessions.

Participate in calibration sessions with Assistant Sales Managers (TLs) to align on quality standards.

Skills Required:

Excellent listening, analytical, and communication skills.

Strong understanding of the telesales process and customer handling.

Attention to detail with a fair and objective evaluation approach.

Proficiency in Gujarati/Hindi and English is preferred.

Qualifications:

Graduate (preferred).

13 years of QA experience in telesales/telecalling operations.

Why Join Us?

Growth-focused organisation in the wellness industry.

Supportive environment with continuous learning.

Opportunity to directly impact sales quality and customer experience.