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Excellence Lead

2 weeks ago

Lucknow, Uttar Pradesh, India beBeeQuality Full time ₹ 15,00,000 - ₹ 20,00,000
Job Title: Quality Manager – Sales, Marketing & Support

We are seeking a meticulous Quality Oversight Specialist to elevate customer-facing excellence across Sales, Marketing, and Support departments.

Main Responsibilities:

  • Develop and maintain a comprehensive call quality monitoring framework for Sales, Marketing, and Support.
  • Conduct regular call audits, score performance against service level agreements, and deliver actionable feedback to team leads.
  • Create and update Standard Operating Procedures (SOPs) that align with regulatory guidelines and internal best practices.
  • Design and facilitate training programs covering CRM usage, process adherence, communication skills, and quality standards.
  • 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.

Qualifications & Experience:

  • Candidate Profile:
  • Education: Bachelor's degree in Business, Healthcare, or related field; Master's degree preferred.
  • Overall Experience: 10–15 years in quality management roles supporting multiple customer-facing teams.
  • Credentials:
  • Certified Quality Analyst (CQA) or Certified Quality Engineer (CQE) certification is a plus.
  • Key Skills:
  • Strong competency in data analysis, Excel, and dashboard tools.
  • Excellent communication and interpersonal skills.
  • Able to work effectively in a fast-paced environment.

Benefits:

  • Promising career growth opportunities.
  • Competitive compensation package.
  • Opportunity to work with a talented team of professionals.

About the Role:

  • This is a fantastic opportunity to join a dynamic organization and contribute to driving business success through quality excellence.