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Exceptional Quality Assurance Professional Wanted
3 weeks ago
We are seeking an accomplished Quality Assurance Specialist to drive excellence across our Sales, Marketing, and Support departments. You will design, implement, and maintain a call quality monitoring framework, leveraging deep CRM expertise to inform data-driven improvements.
This role is ideal for an individual with strong analytical skills, excellent communication abilities, and a proven track record in quality management. As a Quality Assurance Specialist, you will collaborate closely with IT and Operations teams to optimize Zoho CRM workflows and ensure data hygiene.
Key Responsibilities:
- Design and implement a call quality monitoring framework for Sales, Marketing, and Support.
- Conduct regular call audits, score performance against Service Level Agreements (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 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.
- 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.
- Zoho CRM or similar platforms hands-on experience: 3+ years.
- Exposure to quality oversight for 100+ team members.
- Proven track record in drafting SOPs and delivering large-scale training.
- Data analysis, Excel, and dashboard tools strong competency.
- EdTech or Healthcare domains experience: a strong plus.
Benefits:
This role offers a unique opportunity to drive quality improvement initiatives and make a lasting impact on our organization. If you are passionate about quality assurance and possess the necessary skills and experience, we encourage you to apply.
Others:
Please note that this job description may be subject to change based on business needs. We are an equal opportunities employer and welcome applications from diverse candidates.
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