Quality Analyst

Job Title: Quality Manager – Sales, Marketing & Support (EdTech Healthcare)

Role Overview

We are looking for a meticulous Quality Manager to own and elevate customer-facing excellence across our 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

• 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.

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

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 a strong plus

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

Ready to raise the bar in healthcare education?