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Quality Improvement Specialist
3 weeks ago
We are seeking a Quality Manager to elevate customer-facing excellence across Sales, Marketing, and Support departments.
This role involves designing and enforcing 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.
- Develop 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.
- 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.
Key Responsibilities include partnering with department heads to identify process gaps, lead root-cause analyses, and implement corrective actions.
Qualifications & Experience
Candidate Requirements:
Education: Bachelor's degree in Business or related field; MBA preferred.
Overall Experience: 10 – 15 years in quality management roles supporting multiple customer-facing teams.
CRM Expertise: 3+ years hands-on experience with Zoho CRM or similar platforms.
Team Scale: Exposure to quality oversight for 100+ team members.
SOP & Training: 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 beneficial.
Benefits
Our company offers:
- 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.
What We Offer
Join our dynamic team and take advantage of our comprehensive benefits package, featuring a competitive salary, ongoing professional development, and a supportive work environment that fosters growth and success.
