We are looking for a detail-oriented and performance-driven professional to monitor, audit, and improve the quality of sales consultations and customer interactions across clinics.

The role involves listening to sales and consultation calls, identifying quality gaps, generating performance reports, and conducting training/coaching sessions to improve conversion quality and customer experience.

The ideal candidate should have strong communication analysis skills, customer psychology understanding, and the ability to coach teams for continuous improvement.

Key Responsibilities

Call Auditing & Quality Monitoring

• Listen to sales and consultation recordings
• Audit inquiry handling and follow-up quality
• Evaluate customer interaction standards
• Assess conversion conversations and counseling quality
• Monitor adherence to approved scripts and SOPs

Quality Evaluation & Scoring

• Score calls using standardized quality parameters
• Evaluate:
• greeting quality,
• rapport building,
• need analysis,
• objection handling,
• treatment explanation,
• pricing presentation,
• follow-up quality,
• closing effectiveness

Error Identification & Compliance Monitoring

• Identify consultation and communication gaps
• Detect:
• misinformation,
• poor customer handling,
• weak objection handling,
• compliance deviations,
• missed sales opportunities,
• follow-up failures

Reporting & Analytics

• Generate daily/weekly quality reports
• Prepare individual counselor performance scorecards
• Share trend analysis and recurring error reports
• Maintain audit records and performance dashboards
• Highlight training and coaching requirements

Training & Coaching

• Conduct quality improvement sessions
• Support onboarding and refresher training
• Conduct roleplays and objection-handling practice
• Provide feedback and coaching to counselors/sales staff
• Reinforce customer communication standards

Desired Candidate Profile

Experience

• 2–6 years of experience in:
• Sales QA,
• Call auditing,
• Customer experience,
• BPO quality,
• Healthcare counseling,
• Sales training,
• Customer support quality

Preferred Industries

• Healthcare/aesthetic clinics
• BPO/call center QA
• Edtech sales
• Insurance sales
• Hospitality
• Wellness industry
• Luxury retail customer service

Required Skills

• Excellent communication and listening skills
• Strong analytical and observation capability
• Call auditing and quality assessment
• Customer psychology understanding
• Reporting and documentation skills
• Coaching and training capability
• Strong attention to detail
• Good Excel/reporting skills

Key Competencies

• High professionalism
• Process-oriented mindset
• Strong interpersonal skills
• Emotional intelligence
• Constructive feedback capability
• Ability to maintain neutrality and fairness

Key Performance Indicators (KPIs)

Quality KPIs

• Audit completion rate
• Quality score accuracy
• Compliance adherence
• Error identification effectiveness

Training KPIs

• Post-training improvement %
• Reduction in repeat mistakes
• Counselor quality score improvement

Business KPIs

• Conversion quality improvement
• Improvement in follow-up effectiveness
• Customer satisfaction enhancement
• Reduction in escalations related to counseling

What This Role Is NOT

This role is NOT:

• a telecalling role,
• a direct sales role,
• or a clinic operations role.

This role functions as:

• a quality assurance specialist,
• a consultation improvement coach,
• and a sales excellence support function.

Compensation

As per industry standards + performance-linked incentives.

Growth Path

• Senior Sales Quality Executive
• Quality & Training Manager
• Sales Excellence Lead
• Central Training Head

Application Process

Interested candidates may share their updated CV along with relevant experience in call auditing, sales quality, customer experience, or training functions.

Job Type: Permanent

Pay: ₹30,000.00 - ₹34,989.45 per month

Benefits

• Cell phone reimbursement
• Health insurance
• Life insurance
• Provident Fund

Work Location: In person