Senior Customer Experience Specialist

6 days ago

Bharatpur, Rajasthan, India beBeeQualityManager Full time ₹ 24,00,000 - ₹ 40,00,000

Job Overview

We are seeking a seasoned Quality Manager to oversee and elevate customer-facing excellence across multiple teams. The ideal candidate will design, implement, and maintain quality frameworks, leveraging deep CRM expertise to drive data-backed improvements.

Key Responsibilities:

  • Develop and enforce call quality monitoring frameworks 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 and facilitate training programs covering CRM usage, process adherence, communication skills, and quality standards.
  • Partner with IT and Operations to optimize Zoho CRM workflows, ensure data integrity, and build real-time dashboards.
  • Analyze quality metrics and generate insights to drive continuous improvement initiatives.

Requirements & Qualifications

The ideal candidate should have:

  • Bachelor's degree in Business, Healthcare, or a related field; MBA preferred.
  • 10-15 years of experience in quality management roles supporting multiple customer-facing teams.
  • 3+ years of 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.

What We Offer

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

If you're a motivated professional looking to make a meaningful impact, we encourage you to apply.

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