Job Description
Role Overview
The Inside Sales Quality & Enablement Lead is responsible for ensuring that every prospective patient interaction reflects the high-touch, concierge standard of the MD² brand.
This role provides structured call monitoring, quality assurance, and performance coaching across all inbound and outbound Client Relations interactions. The Lead will regularly review recorded calls, evaluate performance against defined quality standards, and deliver consistent, actionable coaching to elevate the team's effectiveness.
In addition to hands-on call review and coaching, this role will manage the call recording platform (RingCentral) and leverage reporting tools to ensure consistent oversight as the organization scales.
Key Responsibilities
- Call Monitoring & Quality Assurance
- Establish and maintain a formal call quality scorecard aligned to MD² brand standards and physician expectations
- Listen to and evaluate a defined number of calls per rep each week to ensure consistent oversight
- Monitor call tone, professionalism, value articulation, objection handling, and adherence to process
- Identify trends, recurring quality gaps, and coaching opportunities
- Ensure pricing and physician conversations are handled with confidence, accuracy, and care Coaching & Performance Development
- Deliver structured 1:1 coaching sessions based on call evaluations
- Partner with the Client Relations Manager to reinforce performance standards and accountability
- Support onboarding of new reps through call shadowing, feedback, and skill development
- Lead periodic team training sessions focused on objection handling, value messaging, and enrollment conversion
- Help create a culture of continuous improvement and professionalism Quality Standards & Process Improvement
- Maintain and evolve the call scoring rubric and QA framework
- Ensure consistency in messaging across offices and physicians
- Identify breakdowns in the prospective patient journey and recommend improvements
- Partner with leadership to refine scripts, talk tracks, and handling of common objections Call Platform & Reporting Oversight
- Serve as the primary administrator of the RingCentral platform
- Ensure call recordings, tagging, and reporting are accurate and accessible
- Utilize available reporting and conversation insights tools to support quality monitoring
- Provide regular summaries to leadership on call quality trends, coaching themes, and risk areas Success in This Role Looks Like
- Every rep receives consistent, documented call feedback
- Leadership has visibility into call quality trends
- Physicians feel confident that prospective patients are handled professionally
- Objection handling (especially pricing) improves measurably
- Variability across reps and offices decreases over time Requirements
- 5+ years experience in inside sales quality assurance, sales enablement, or coaching
- Demonstrated experience reviewing recorded sales calls and delivering performance feedback
- Experience with call recording platforms (RingCentral, Dialpad, Gong, Chorus, etc.)
- Experience working within CRM systems (HubSpot preferred)
- Strong communication skills and ability to coach with credibility and empathy
- Ability to balance performance standards with a high-touch, relationship-driven brand For Your Hard Work
- Competitive salary
- Medical, Dental, and Vision
- 401K
- Life, LTD and AD&D
- Short Term Disability
- Paid Time Off and Holidays
- Bonus Program
MD² is an Equal Opportunity/Affirmative Action Employer. We consider all qualified applicants without regard to race, religion, color, sex, gender, national origin, age, sexual orientation, disability or veteran status, among other factors.
If you are interested in this position, please submit your application along with a copy of your resume. Kindly refrain from contacting us directly, as doing so may result in disqualification.
Salary Description
90,000 - 100,000 annually
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