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Performance Metrics Specialist

3 weeks ago


Varanasi, Uttar Pradesh, India beBeeQuality Full time ₹ 12,00,000 - ₹ 15,00,000

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.