Excellence Manager

1 day ago

Agra, Uttar Pradesh, India beBeeQuality Full time ₹ 1,20,00,000 - ₹ 2,00,00,000

Role Overview

We are seeking an accomplished Quality Expert to enhance customer-facing excellence across Sales, Marketing, and Support departments.

You will craft and enforce quality frameworks, leverage CRM expertise to drive data-backed improvements, and enable a 100-member team with clear Standard Operating Procedures (SOPs), targeted training, and rigorous call quality audits.

Main Responsibilities:

  • Develop, implement, and maintain a call quality monitoring framework for Sales, Marketing, and Support.
  • Conduct regular call audits, evaluate performance against Service Level Agreements (SLAs), and provide actionable feedback to team leads.
  • Create, update, and align SOPs with regulatory guidelines and internal best practices.
  • Design, facilitate, and refine training programs covering CRM usage, process adherence, communication skills, and quality standards.
  • Collaborate 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.
  • Partner with department heads to identify process gaps, lead root-cause analyses, and implement corrective actions.

Requirements & Qualifications

Essential Criteria

Required Skills

Bachelor's degree in Business, Healthcare, or related field; MBA preferred

Minimum 10 - 15 years of experience in quality management roles supporting multiple customer-facing teams

Hands-on experience with Zoho CRM or similar platforms for at least 3+ years

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 highly desirable

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