
Quality Manager
2 days ago
Job Opportunity
We are seeking a meticulous professional to own and elevate customer-facing excellence across multiple departments.
This role involves designing and enforcing quality frameworks, leveraging deep expertise to drive data-backed improvements, and enabling a large team with clear processes, targeted training, and rigorous quality audits.
Key Responsibilities
- Design, implement, and maintain a quality monitoring framework for various teams.
- Conduct regular quality audits, score performance against service level agreements, and deliver actionable feedback to team leads.
- Develop and update processes that align with regulatory guidelines and internal best practices.
- Create, facilitate, and iterate training programs covering process adherence, communication skills, and quality standards.
- Partner with IT and operations to optimize 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
Candidates should possess:
- A degree in Business or a related field; an MBA is preferred.
- 10-15 years of experience in quality management roles supporting multiple teams.
- 3+ years of hands-on experience with CRM software or similar platforms.
- Exposure to quality oversight for 100+ team members.
- A proven track record in drafting processes and delivering large-scale training.
- Strong competency in data analysis, Excel, and dashboard tools.
- Experience in the EdTech or Healthcare domains is a strong plus.
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