Lead Customer Experience Specialist

2 days ago

Meerut, Uttar Pradesh, India beBeeQuality Full time ₹ 18,00,000 - ₹ 25,00,000
Senior Quality Professional

We are seeking an experienced Senior Quality Professional to lead customer-facing excellence across multiple departments.

Key Responsibilities:
  • Develop and implement a quality monitoring framework to ensure high standards of customer interactions.
  • Conduct regular audits, score performance against service level agreements, and provide actionable feedback to team leads.
  • Design and update Standard Operating Procedures (SOPs) that align with regulatory guidelines and internal best practices.
  • Create and deliver 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, conduct root-cause analyses, 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 hands-on experience with Zoho CRM or similar platforms.
  • 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.

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