Quality Assurance Professional
2 days ago
Job Title: Quality Assurance Specialist
Our organization seeks a diligent quality assurance specialist to enhance customer-facing excellence across sales, marketing, and support departments. You will design and implement quality frameworks, leverage expertise in CRM to drive data-backed improvements, and enable a team with clear SOPs, targeted training, and rigorous call quality audits.
Key Responsibilities:
- Design, implement, and maintain a call quality monitoring framework for sales, marketing, and support.
- Conduct regular call audits, score performance against SLAs, and deliver actionable feedback to team leads.
- Develop and update Standard Operating Procedures (SOPs) that align with regulatory guidelines and internal best practices.
- Create, facilitate, and iterate training programs covering CRM usage, process adherence, communication skills, and quality standards.
- Partner with IT and Operations to optimize Zoho CRM workflows, ensure data hygiene, 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:
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
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