Effective Quality Leader

5 days ago

Thoothukudi, Tamil Nadu, India beBeeQuality Full time ₹ 15,00,000 - ₹ 25,00,000
Quality Excellence Manager

We are seeking a meticulous Quality Manager to own and elevate customer-facing excellence across Sales, Marketing, and Support departments.

The ideal candidate 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.

This role requires the ability to analyze quality metrics, generate insights, and drive continuous improvement initiatives. The successful candidate will also partner with IT and Operations to optimize Zoho CRM workflows, ensure data hygiene, and build real-time dashboards.

Key Responsibilities:

  • Designing, Implementing, and Maintaining Call Quality Monitoring Framework:
  • 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 department heads to identify process gaps, lead root-cause analyses, and implement corrective actions.

Required Skills and Qualifications:

  • 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 of hands-on experience with Zoho CRM or similar platforms.
  • Exposure to quality oversight for 100+ team members.
  • Proven track record in drafting SOPs and delivering large-scale training.
  • Strong competency in data analysis, Excel, and dashboard tools.
  • Experience in EdTech or Healthcare domains is a strong plus.

Benefits:

Our organization offers a mission-driven culture committed to transforming healthcare education, cross-functional exposure, competitive salary, benefits, and continuous learning opportunities.

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