Senior Customer Experience Consultant

1 week ago

Hyderabad, Telangana, India beBeeQuality Full time ₹ 1,79,52,000 - ₹ 2,42,40,000

Job Opportunity: Quality Excellence Specialist

This role involves overseeing and elevating customer-facing excellence across Sales, Marketing, and Support departments.

The Quality Manager will design and enforce quality frameworks, leverage CRM expertise to drive data-backed improvements, and enable a 100-member team with clear SOPs, targeted training, and rigorous call quality audits.

  • Design, implement, and maintain 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.
  • 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.
  • ISO Certifications 9001 & ISO 27001 are mandatory.

Key qualifications include:

Education: A bachelor's degree in Business, Healthcare, or a related field; an MBA is preferred.

Overall Experience: 10 – 15 years of experience in quality management roles supporting multiple customer-facing teams.

C RM Expertise: 3+ years of hands-on experience with Zoho CRM or similar platforms.

Team Scale: Exposure to quality oversight for 100+ team members.

SOP & Training: A proven track record in drafting SOPs and delivering large-scale training.

Analytical Skills: Strong competency in data analysis, Excel, and dashboard tools.

Industry Background: Experience in EdTech or Healthcare domains is a strong plus.

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