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Performance Metrics Specialist
3 weeks ago
Job Title:
Key Performance Indicators Manager
Job Description
The Quality Performance Manager is responsible for designing and enforcing quality frameworks across the Sales, Marketing, and Support departments.
- Design, implement, and maintain a call quality monitoring framework.
- Conduct regular call audits, score performance against service level agreements, and deliver actionable feedback to team leads.
- Develop and update standard operating procedures 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
The ideal candidate will have:
- A 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.
- A 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.