Transform Customer Experiences as a Quality Excellence Manager

5 days ago

Vizag, Andhra Pradesh, India beBeeQuality Full time ₹ 1,50,00,000 - ₹ 2,50,00,000

Job Title: Quality Excellence Manager

Role Overview:

As a meticulous quality excellence manager, you will elevate customer-facing excellence across sales, marketing, and support departments. You'll design and enforce quality frameworks, leverage deep CRM expertise to drive data-backed improvements, and enable a 100-member team with clear SOPs, targeted training, and rigorous call quality audits.

Key Responsibilities:

  • Develop and implement a comprehensive call quality monitoring framework for sales, marketing, and support.
  • Conduct regular call audits, score performance against SLAs, and deliver actionable feedback to team leads.
  • Design and maintain 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:

Criteria:

Requirement:

Education: Bachelor's degree in Business, Healthcare, or related field; MBA preferred.

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

Candidate must have:

  • 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.
  • Exposure to quality oversight for 100+ team members.

What We Offer:

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

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