
Excellence Leader
7 days ago
Job Description
We are seeking a highly skilled Quality Excellence Leader to drive customer-facing quality initiatives across our Sales, Marketing, and Support departments. This individual will be responsible for designing, implementing, and maintaining quality frameworks that elevate customer satisfaction and loyalty.
Key Responsibilities:
- Design and implement a call quality monitoring framework to measure performance against set standards.
- Conduct regular audits, analyze data, and provide actionable feedback to team leads to drive continuous improvement.
- Develop and update Standard Operating Procedures (SOPs) that align with regulatory guidelines and internal best practices.
- Create training programs covering CRM usage, process adherence, communication skills, and quality standards to ensure team members have the necessary skills to excel.
- Partner with IT and Operations to optimize Zoho CRM workflows, ensure data accuracy, and build real-time dashboards to track key performance indicators.
- Analyze quality metrics and generate insights to inform business decisions and drive growth initiatives.
- Collaborate with department heads to identify areas for improvement, lead root-cause analyses, and implement corrective actions to ensure seamless operations.
Required Skills and Qualifications:
Criteria
Requirement
Education: Bachelor's degree in Business or related field; MBA preferred
Experience: 10 – 15 years 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 a strong plus
Benefits:
- Mission-driven culture committed to transforming healthcare education
- Cross-functional exposure and a seat at the strategic table
- Competitive compensation package, benefits,
- Continuous learning and leadership development opportunities
Join Our Team
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