Excellence Leader

4 days ago

Madurai, Tamil Nadu, India beBeeQuality Full time ₹ 12,00,000 - ₹ 15,00,000

Job Opportunity

Position Overview

We are seeking a meticulous Quality Manager to lead and enhance customer-facing excellence across Sales, Marketing, and Support departments. The successful candidate will design and enforce quality frameworks, leverage in-depth CRM expertise to drive data-backed improvements, and enable a 100-member 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.
Qualifications & Experience
  • 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.
  • 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.

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