Quality Excellence Specialist

1 day ago

Aurangabad, Maharashtra, India beBeeQuality Full time ₹ 18,00,000 - ₹ 25,00,000
Job Title: Quality Excellence Specialist

We are seeking a highly skilled Quality Excellence Specialist to oversee customer-facing quality across Sales, Marketing, and Support departments.

Main Responsibilities:
  • Develop and implement a robust call quality monitoring framework for Sales, Marketing, and Support.
  • Conduct regular audits, evaluate performance against established standards, and provide actionable feedback to team leaders.
  • Design and maintain Standard Operating Procedures (SOPs) aligned with regulatory requirements and industry best practices.
  • Create, facilitate, and improve training programs covering CRM usage, process adherence, communication skills, and quality standards.
  • Collaborate with IT and Operations to optimize Zoho CRM workflows, ensure data accuracy, and develop real-time dashboards.
  • Analyze quality metrics and generate insights to drive continuous improvement initiatives.
  • Partner with department heads to identify process gaps, conduct root-cause analyses, and implement corrective actions.
Requirements:
  • Bachelor's degree in Business, Healthcare, or related field; MBA preferred.
  • 10+ years of experience in quality management roles supporting multiple customer-facing teams.
  • 3+ years of hands-on experience with Zoho CRM or similar platforms.
  • Experience in EdTech or Healthcare domains is a strong advantage.

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