Sales and Customer Experience Excellence Leader

7 days ago

Thiruvananthapuram, Kerala, India beBeeQuality Full time ₹ 20,00,000 - ₹ 25,00,000
Quality Assurance Specialist

Job Description:

We are seeking a highly skilled Quality Assurance Specialist to drive excellence in our Sales, Marketing, and Support departments.

The successful candidate will be responsible for designing and implementing quality frameworks, leveraging deep CRM expertise to drive data-backed improvements, and enabling a 100-member team with clear SOPs, targeted training, and rigorous call quality audits.

Key Responsibilities:

  • Design, implement, 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.
  • 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 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.

Required Skills and Qualifications:

Candidates should have a Bachelor's degree in Business, Healthcare, or a related field, and at least 10 years of experience in quality management roles supporting multiple customer-facing teams.

The ideal candidate will have hands-on experience with Zoho CRM, a proven track record in drafting SOPs and delivering large-scale training, and strong competency in data analysis and Excel.

Benefits:

Our organization offers a mission-driven culture committed to transforming healthcare education, cross-functional exposure, competitive salary, benefits, and opportunities for continuous learning and leadership development.

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