Quality Analyst

Company Description

Doctor Detox, established in 2008, is a leading wellness clinic specialising in scientific and natural detoxification and weight-loss programmes. Our structured plans focus on diet, medicinal regimens, and improved consumption habits to enhance physical and mental wellbeing. We aim to help individuals achieve their health goals effectively and sustainably.

Role Overview

We are looking for a Quality Analyst (QA) to evaluate, monitor, and enhance the quality of telesales calls made by our Sales Executives. The role ensures that every customer interaction meets company standards, delivers a superior experience, and supports conversion, compliance, and revenue goals.

Key Responsibilities

1. Call Auditing & Evaluation

Listen to daily outbound and inbound telesales calls and audit them as per defined quality parameters.

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

Identify gaps in communication, compliance, and behaviour.

Track errors, improvement points, and best practices.

2. Feedback & Coaching

Provide structured, constructive feedback to Sales Executives.

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

Share insights with managers for targeted training.

3. Process Compliance & Quality Control

Ensure calls strictly follow company scripts, pricing accuracy, compliance norms, and sales protocols.

Monitor adherence to pitch, offers, and mandatory disclosures.

Coordinate with sales & training teams to standardise scripts and processes.

4. Reporting & Documentation

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

Maintain quality dashboards and audit sheets.

Highlight critical risks or training gaps to management promptly.

5. Continuous Improvement

Recommend process and script improvements to enhance conversions.

Identify training needs and suggest corrective learning sessions.

Participate in calibration sessions with Assistant Sales Managers (TLs).

Skills Required

> Excellent listening, analytical, and communication skills.

> Strong understanding of telesales and customer handling.

> High attention to detail and objective evaluation capability.

> Proficiency in Gujarati/Hindi and English is preferred.

Qualifications

> Graduate (preferred).

> 13 years of QA experience in telesales/telecalling processes.

Why Join Us?

> Growth-orientated organisation in the wellness industry.

> Supportive learning environment.

> Opportunity to directly influence sales quality & customer experience.