Senior Quality Excellence Specialist

4 days ago

Tiruppur, Tamil Nadu, India beBeeQuality Full time ₹ 20,00,000 - ₹ 25,00,000
Job Overview

Elevate customer-facing excellence in Sales, Marketing, and Support departments by designing and enforcing quality frameworks.

Key Responsibilities:
  • Develop a call quality monitoring framework.
  • Conduct regular call audits, score performance against SLAs, and deliver actionable feedback.
  • Design and update Standard Operating Procedures (SOPs) that align with regulatory guidelines and internal best practices.
  • Create training programs covering CRM usage, process adherence, communication skills, and quality standards.
  • Partner with IT and Operations to optimize Zoho CRM workflows and build real-time dashboards.
  • 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.

Required Skills and Qualifications:

A Bachelor's degree in Business, Healthcare, or a related field, preferably an MBA. A minimum of 10-15 years of experience in quality management roles supporting multiple customer-facing teams is required. Hands-on experience with Zoho CRM or similar platforms, exposure to quality oversight for 100+ team members, and a proven track record in drafting SOPs and delivering large-scale training are also necessary.

Benefits

This role offers the opportunity to design and enforce quality frameworks, leveraging deep CRM expertise to drive data-backed improvements, and enabling a 100-member team with clear SOPs, targeted training, and rigorous call quality audits.

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