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Quality Oversight Specialist

3 weeks ago

Udaipur, Rajasthan, India beBeeQuality Full time ₹ 15,24,000 - ₹ 21,56,000

We are looking for a diligent Quality Professional to oversee 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.

Key Responsibilities:

  • Develop and maintain a call quality monitoring framework for Sales, Marketing, and Support.
  • Conduct regular call audits, score performance against service level agreements, and deliver actionable feedback to team leads.
  • Design 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.
  • Collaborate 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.

Required Skills & 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

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 highly valued

Benefits:

  • A mission-driven culture committed to transforming healthcare education
  • Cross-functional exposure and a seat at the strategic table
  • Competitive compensation package, benefits, and career growth opportunities