
Lead Quality Excellence
2 days ago
Elevate Customer Experience
Job DescriptionWe are seeking a meticulous quality professional to lead excellence in customer-facing interactions.
- Develop and maintain a call quality monitoring framework for teams.
- Conduct regular call audits, score performance against service level agreements, and deliver actionable feedback to team leads.
- Design and update standard operating procedures that align with regulatory guidelines and best practices.
- Create training programs covering CRM usage, process adherence, communication skills, and quality standards.
- Partner with IT and operations to optimize 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.
To succeed in this role, you will need:
- A Bachelor's degree in Business or Healthcare.
- 10-15 years of experience in quality management roles.
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