Quality Manager – Customer Focus Specialist

5 days ago

Vijayawada, Andhra Pradesh, India beBeeExcellence Full time ₹ 2,00,00,000 - ₹ 2,50,00,000

Job Title: Excellence Coordinator

We are seeking a meticulous professional to own and elevate customer-facing excellence across Sales, Marketing, and Support departments. The ideal candidate will design and enforce quality frameworks, leverage CRM expertise to drive data-backed improvements, and enable teams 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 service level agreements, 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.

Requirements:

  • 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
  • Experience in EdTech or Healthcare domains is a strong plus

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