Senior Quality Auditing Associate

MediBuddy; Indore District; Presencial; INR 400.000 - 650.000; Jornada completa

Descripción de la vacante

MediBuddy in India seeks a Quality Compliance Auditor to audit calls, chats, emails, and CRM interactions, ensuring adherence to SOPs and customer experience standards.

You will evaluate advisor performance against quality parameters, share structured feedback with teams, and identify recurring gaps. You will analyze findings to drive training improvements and report KPIs.

Formación

• Experience auditing inbound/outbound sales interactions.
• Ability to provide evidence-based feedback with examples.
• Understanding of inside-sales processes and compliance.

Responsabilidades

• Audit calls, chats, emails, and CRM interactions.
• Share actionable feedback with sales teams and leaders.
• Prepare quality reports and dashboards daily/weekly/monthly.
• Calibrate calls with cross-functional teams to ensure standards.
• Identify trends, root causes, and opportunities for improvement.
• Ensure adherence to SOPs and compliance requirements.

Conocimientos

Listening skills

Analytical skills

Verbal communication

Written communication

Attention to detail

MS Excel/Sheets

Herramientas

MS Excel

Google Sheets

Dashboard tools

Descripción del empleo

Conduct regular audits of inbound and outbound sales calls, chats, emails, and CRM interactions.

Evaluate advisor performance against defined quality parameters, process SOPs, sales communication standards, compliance requirements, and

customer experience expectations.

Share structured, actionable feedback with sales advisors and team leaders to improve performance.

Identify critical errors, compliance deviations, and customer-impacting gaps; escalates them to the relevant stakeholders promptly.

Analyze audit findings and identify recurring trends, root causes, and opportunities for process or training improvement.

Prepare daily, weekly, and monthly quality reports and dashboards.

Assess key call elements such as greeting, rapport building, need discovery, product/service explanation, objection handling, accuracy, closure, follow- up commitment, and CRM documentation.

Conduct call calibrations, call listening sessions with Sales, Training, Operations, and Quality teams to ensure consistent audit standards.

Key Performance Indicators

Contribution to sales conversion and customer experience improvement

Audit productivity and adherence to audit timelines

Quality score improvement across teams

Reduction in critical errors and compliance deviations

Accuracy and consistency of audits

Closure rate of feedback and improvement actions

Reduction in repeat customer complaints/escalations

Calibration adherence and variance levels

Strong listening, observation, and analytical skills.

Excellent verbal and written communication skills.

Ability to provide constructive, evidence-based feedback.

Good understanding of inside-sales processes, call flow, objection handling, and conversion levers.

Strong knowledge of customer experience and compliance standards.

High attention to detail, accuracy, and process orientation.

Ability to identify trends, perform root-cause analysis, and recommend practical solutions.

Proficiency in MS Excel/Google Sheets; knowledge of reporting and dashboard tools is an advantage.