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