Quality Excellence Leader

5 days ago

Dindigul, Tamil Nadu, India beBeeQualityManager Full time ₹ 80,00,000 - ₹ 1,50,00,000

We are seeking a highly skilled Quality Manager to drive excellence in customer-facing processes across multiple teams.

The ideal candidate will design and implement quality frameworks, leverage CRM expertise to drive data-backed improvements, and enable a large 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 (or equivalent) 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 & Qualifications:

  • Bachelor's degree in Business, Healthcare, or related field; MBA preferred.
  • 10 – 15 years of experience in quality management roles supporting multiple customer-facing teams.
  • 3+ years hands-on experience with Zoho CRM or similar platforms.
  • Exposure to quality oversight for 100+ team members.
  • Proven track record in drafting SOPs and delivering large-scale training.
  • Strong competency in data analysis, Excel, and dashboard tools.
  • Experience in EdTech or Healthcare domains is a strong plus.

About This Role:

This is an exceptional opportunity to work in a dynamic environment and make a significant impact on the organization's success. If you have a passion for quality management and a proven track record in driving excellence, we encourage you to apply.

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