Customer Experience Champion

1 week ago

Erode, Tamil Nadu, India beBeeQuality Full time ₹ 20,00,000 - ₹ 25,00,000
Quality Assurance Expert

We are seeking a diligent Quality Assurance Expert to oversee and enhance customer-facing excellence across our Sales, Marketing, and Support departments.

This role involves designing and implementing quality frameworks, leveraging deep CRM expertise to drive data-backed improvements, and enabling a 100-member team with clear Standard Operating Procedures (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 Service Level Agreements (SLAs), and deliver actionable feedback to team leads.
  • Develop and update 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.

Requirements:

  • Bachelor's degree in Business, Healthcare, or a 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.

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