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Excellence Manager
3 weeks ago
As a key member of our organization, you will be responsible for overseeing quality management across multiple customer-facing teams. This role involves creating and implementing quality frameworks, leveraging deep CRM expertise to drive data-backed improvements, and enabling a team of 100 members with clear SOPs, targeted training, and rigorous call quality audits.
This includes designing and enforcing quality monitoring frameworks, conducting regular call audits, scoring performance against service level agreements, and delivering actionable feedback to team leads. Additionally, you will develop and update Standard Operating Procedures (SOPs) that align with regulatory guidelines and internal best practices.
You will also create, facilitate, and iterate training programs covering CRM usage, process adherence, communication skills, and quality standards. Furthermore, you will partner with IT and Operations to optimize Zoho CRM workflows, ensure data hygiene, and build real-time dashboards.
Finally, you will analyze quality metrics and generate insights to drive continuous improvement initiatives. Your collaboration with department heads will be crucial in identifying process gaps, leading root-cause analyses, and implementing corrective actions.