Medvarsity - Quality Manager

Job description

Role Overview

We are looking for a meticulous Quality Manager to own and elevate customer-facing excellence across our Sales, Marketing, and Support departments.

Youll 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

• 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 (or equivalent) 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 is mandatory

Qualifications & Education : Bachelors degree in Business, Healthcare, or related field; MBA preferred

What We Offer

A mission-driven culture committed to transforming healthcare education

Cross-functional exposure and a seat at the strategic table

Competitive salary, benefits,

Continuous learning and leadership development opportunities

(ref : iimjobs.com)