Quality Framework Specialist

3 days ago

Mumbai, Maharashtra, India beBeeQuality Full time ₹ 15,00,000 - ₹ 20,00,000
Quality Framework Specialist

Elevate customer-facing excellence as a Quality Framework Specialist.

This role involves designing and enforcing quality frameworks, leveraging CRM expertise to drive data-backed improvements, and enabling teams 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 SLAs, and deliver actionable feedback to team leads.
  • Create and update Standard Operating Procedures (SOPs) that align with regulatory guidelines and internal best practices.
  • Design and facilitate 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.
  • Partner with department heads to identify process gaps, lead root-cause analyses, and implement corrective actions.

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
  • 3+ years of 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

Benefits:

This role offers opportunities for professional growth and development. The ideal candidate will have excellent analytical and problem-solving skills, as well as the ability to communicate effectively with stakeholders.

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