Quality Excellence Specialist
5 days ago
Job Overview
At the heart of our organization lies a relentless pursuit of excellence in customer-facing experiences. To achieve this, we seek a meticulous Quality Excellence Specialist to elevate quality frameworks across multiple teams.
As a key member of our team, you will design and enforce quality standards, leverage deep CRM expertise to drive data-backed improvements, and empower a 100-member team with clear SOPs, targeted training, and rigorous call quality audits.
Key Responsibilities- Develop and implement a call quality monitoring framework for Sales, Marketing, and Support.
- Conduct regular call audits, score performance against SLAs, and deliver actionable feedback to team leads.
- Create and update Standard Operating Procedures (SOPs) that align with regulatory guidelines and internal best practices.
- Foster and facilitate comprehensive training programs covering CRM usage, process adherence, communication skills, and quality standards.
- Collaborate with IT and Operations to optimize Zoho CRM (or equivalent) 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, lead root-cause analyses, and implement corrective actions.
We are looking for an exceptional candidate with:
- A 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
- A 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 and a seat at the strategic table
- Competitive compensation package and benefits
- Continuous learning and leadership development opportunities
We are dedicated to fostering a culture of excellence and innovation. If you share our passion for delivering exceptional customer experiences, we encourage you to apply.
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