Role Purpose: To lead Zenpluss quality and clinical governance framework through robust audits, compliance monitoring, and continuous improvement, ensuring secure, ethical, and reliable service delivery across all operations.

Key Responsibilities

Health Helpline & Call Center Quality

- Monitor Health Helpline call quality, ensuring correct call opening, information capture, triage, and closure standards.
- Audit call recordings to validate protocol adherence, questioning accuracy, and case classification.
- Ensure triage accuracy and escalation decisions, validating appropriate ALS vs BLS deployment.
- Track call handling KPIs, quality scores, and turnaround metrics, publishing periodic dashboards for leadership.
- Audit CRM and call documentation to ensure accuracy, completeness, and traceability.

Non-Conformance, RCA & CAPA

- Identify quality deviations across helpline and field operations and log non-conformities with evidence.
- Lead root cause analysis (RCA) for complaints, incidents,



delayed responses, wrong dispatches, and service failures.
- Drive Corrective and Preventive Action (CAPA) closure with defined accountability, timelines, and re-audit validation.
- Ensure sustained improvement through follow-up audits and performance tracking.

Training, SOPs & Continuous Improvement

- Partner with Training and Operations teams to close skill gaps through targeted refreshers, coaching, and certifications.
- Ensure consistent implementation of SOPs across shifts, locations, and service partners.
- Lead quality improvement initiatives aligned with patient safety, service reliability, and operational efficiency.
- Maintain quality MIS, dashboards, audit calendars, and documentation repositories.
- Act as the custodian of the organization’s quality governance framework.

📌 Quality Manager (Mumbai)
🏢 Zenplus
📍 Mumbai