Customer Experience Quality Leader

2 weeks ago

Coimbatore, Tamil Nadu, India beBeeQuality Full time ₹ 18,12,500 - ₹ 20,25,000

We're seeking a quality expert to lead excellence in customer-facing teams.

This role involves designing quality frameworks, leveraging CRM expertise for data-driven improvements, and enabling a team with clear SOPs, targeted training, and rigorous call quality audits.

  • Develop and enforce a call quality monitoring framework for Sales, Marketing, and Support.
  • Conduct regular call audits, score performance against service level agreements, and provide actionable feedback to team leaders.
  • Design and update Standard Operating Procedures (SOPs) that align with regulatory guidelines and internal best practices.
  • Create 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 to drive continuous improvement initiatives.
  • Partner with department heads to identify process gaps and implement corrective actions.
Requirements
  • 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.

A mission-driven culture committed to transforming healthcare education, cross-functional exposure, competitive salary, benefits, and opportunities for growth and leadership development await the right candidate.

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