Customer-Facing Excellence Specialist

1 week ago

Hyderabad, Telangana, India beBeeQuality Full time ₹ 20,00,000 - ₹ 25,00,000

Role Overview:

We seek a meticulous professional to own and elevate customer-facing excellence across Sales, Marketing, and Support departments.

Key Responsibilities:

  • Design and implement a 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.
  • Develop and update Standard Operating Procedures (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.

Qualifications & Experience:

Candidates should possess a Bachelor's degree in Business, Healthcare, or related field, with an MBA preferred. 10–15 years of experience in quality management roles supporting multiple customer-facing teams is essential.

A strong understanding of CRM expertise, particularly with Zoho CRM or similar platforms, is required. Exposure to quality oversight for 100+ team members and proven track records in drafting SOPs and delivering large-scale training are also necessary.

Excellent analytical skills, including competency in data analysis, Excel, and dashboard tools, are expected. Industry background in EdTech or Healthcare domains is highly valued.

Benefits:

This role offers the opportunity to work with a dynamic team, driving excellence in customer-facing interactions. As a Quality Manager, you will play a critical role in shaping our company's customer experience strategy.

About Us:

We value innovation, teamwork, and customer satisfaction above all else. If you're passionate about delivering exceptional results and making a meaningful impact, we encourage you to apply.

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