Customer-Facing Quality Excellence Specialist

6 days ago


Thrissur, Kerala, India beBeeQuality Full time ₹ 1,00,00,000 - ₹ 1,50,00,000

Job Summary

We are seeking a highly skilled Quality Assurance Professional to join our team. This individual will be responsible for designing and implementing quality frameworks, leveraging CRM expertise to drive data-backed improvements, and enabling a 100-member team with clear SOPs, targeted training, and rigorous call quality audits.

Key Responsibilities:

  • Design, implement, and maintain a call quality monitoring framework for Sales, Marketing, and Support teams.
  • 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.

Requirements & Qualifications

Candidate 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

Hands-on experience with Zoho CRM or similar platforms

Exposure to quality oversight for 100+ team members

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

Benefits

  • Mission-driven culture committed to transforming healthcare education
  • Cross-functional exposure and a seat at the strategic table
  • Competitive salary and benefits
  • Continuous learning and leadership development opportunities


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