Excellent Customer Service Representative Wanted

2 days ago

Kolkata, West Bengal, India beBeeQuality Full time ₹ 18,00,000 - ₹ 26,00,000

Job Title: Quality Operations Specialist

We are seeking a meticulous quality expert to own and elevate customer-facing excellence across Sales, Marketing, and Support departments. You'll 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.

Required Skills & Qualifications:

  • 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 and benefits.
  • Continuous learning and leadership development opportunities.

Join our organization if you're passionate about elevating customer satisfaction and driving quality excellence.

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