Strategic Customer Excellence Specialist

6 days ago

Dombivli, Maharashtra, India beBeeQuality Full time ₹ 15,00,000 - ₹ 25,00,000
Job Title: Quality Manager

Our organization seeks a meticulous Quality Manager to own and elevate customer-facing excellence. This individual will design and enforce quality frameworks, leverage deep 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:

Education: Bachelor's degree in Business, Healthcare, or related field; MBA preferred.

Overall Experience: 10 – 15 years in quality management roles supporting multiple customer-facing teams.

CRM Expertise: 3+ years hands-on experience with Zoho CRM or similar platforms.

Team Scale: Exposure to quality oversight for 100+ team members.

SOP & Training: Proven track record in drafting SOPs and delivering large-scale training.

Analytical Skills: Strong competency in data analysis, Excel, and dashboard tools.

Industry Background: 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 salary, benefits, and opportunities for professional growth.

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