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 & Experience

Criteria

Requirement

- Education : Bachelors 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