Elevate Customer Excellence

1 week ago

Alleppey, Kerala, India beBeeQuality Full time ₹ 1,20,00,000 - ₹ 1,50,00,000

Job Overview

We are seeking an experienced Quality Assurance Professional to elevate customer-facing excellence across Sales, Marketing, and Support departments.

This role involves designing and enforcing quality frameworks, leveraging deep CRM expertise to drive data-backed improvements, and enabling a team with clear SOPs, targeted training, and rigorous call quality audits.

Key Responsibilities:

  • Develop and maintain a call quality monitoring framework for Sales, Marketing, and Support teams.
  • Conduct regular call audits, score performance against Service Level Agreements (SLAs), and deliver actionable feedback to team leaders.
  • Create and update Standard Operating Procedures (SOPs) that align with regulatory guidelines and internal best practices.
  • Design, facilitate, and iterate training programs covering CRM usage, process adherence, communication skills, and quality standards.
  • Analyze quality metrics and generate insights to drive continuous improvement initiatives.
  • Collaborate with department heads to identify process gaps, lead root-cause analyses, and implement corrective actions.

Qualifications & Experience:

Criteria:

Requirement:

Education: Bachelor's degree in Business, Healthcare, or related field; MBA preferred

Overall Experience: 10 – 15 years in quality management roles supporting multiple customer-facing teams

CRM Expertise: 3+ years hands-on experience with Zoho CRM or similar platforms

Team Scale: Exposure to quality oversight for 100+ team members

SOP & Training: Proven track record in drafting SOPs and delivering large-scale training

Analytical Skills: Strong competency in data analysis, Excel, and dashboard tools

Industry Background: Experience in EdTech or Healthcare domains is a strong plus

Benefits:

  • A mission-driven culture committed to transforming healthcare education
  • Cross-functional exposure and a seat at the strategic table
  • Competitive compensation and benefits package
  • Continuous learning and leadership development opportunities

Join Our Team:

Are you passionate about quality assurance and eager to make a meaningful impact?

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