
**Exceptional Quality Leader**
1 week ago
Quality Excellence Manager
">We are seeking a meticulous Quality Excellence Manager to drive exceptional customer experiences across multiple teams.
">Key Responsibilities:
">- ">
- Design 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.">
- 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 IT and Operations to optimize Zoho CRM workflows, ensure data integrity, 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:
">- ">
- Bachelor's degree in Business, Healthcare, or related field; Master's degree preferred.">
- 10-15 years of experience in quality management roles supporting multiple customer-facing teams.">
- 3+ years 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.">
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