Customer Experience Manager

7 days ago

Davangere, Karnataka, India beBeeQuality Full time ₹ 1,50,00,000 - ₹ 1,90,00,000
Job Title: Quality Assurance Specialist

Elevate customer-facing excellence by designing and enforcing quality frameworks, leveraging deep CRM expertise to drive data-backed improvements.

Key Responsibilities:

  • Design a call quality monitoring framework for Sales, Marketing, and Support teams.
  • Conduct regular call audits, score performance against SLAs, and provide actionable feedback to team leads.
  • Develop and update Standard Operating Procedures (SOPs) that align with regulatory guidelines and internal best practices.
  • Train employees on 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.
  • Drive continuous improvement initiatives by analyzing quality metrics and generating insights.
  • Collaborate with department heads to identify process gaps, lead root-cause analyses, and implement corrective actions.

Requirements:

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

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