Experience
3 - 4 yrs
Job Location
Nagpur, India
Vacancy
1
Designation
Quality Lead
Job Type
Not specified
Job Description
Job Title: Quality Lead (Customer Support/ BPO)
Location: Nagpur
About Habuild:
Habuild is India s first habit-building platform starting with daily yoga. Our mission is to make habit building simple, consistent, and joyful for every household. Whether youre 3 or 91, we help you show up daily.
With over 1 Crore members across 100+ countries, Habuild is building the largest wellness movement rooted in daily discipline, consistency, and care.
As we scale rapidly, we re looking for a quality-focused and process-driven leader to head the Audit and Quality Check vertical within our Member Support Team . This role is central to ensuring we consistently deliver exceptional support experiences to our growing global community.
What You ll Do
- Own and evolve the quality audit framework for Community Support across chat, voice, and email channels
- Lead the quality and audit vertical of the Member Support team, ensuring high standards of accuracy, empathy, and responsiveness.
- Design and implement quality check processes, review frameworks, and audit schedules for chat, call, and email support.
- Monitor and evaluate interactions to identify gaps in training, tone, resolution, and escalation handling.
- Provide actionable feedback to support agents and drive continuous improvement through coaching and retraining.
- Build a QC dashboard to track key metrics, resolution time, accuracy scores, etc.
- Collaborate with internal product and tech teams to work with AI-backed quality control tools help fine-tune models, validate scoring logic, and assimilate AI-generated findings into actionable insights
- Collaborate closely with support operations, training, and product teams to enhance the overall customer experience.
- Define quality benchmarks, and ensure adherence through regular audits.
- Implement tools or processes to automate QC sampling, feedback loops, and reporting.
- Lead a small team of quality analysts (if applicable), ensuring delivery against audit SLAs
What We re Looking For
- 3 4 years of experience in a support QA/audit role, preferably in a B2C setup (wellness, edtech, or consumer tech is a plus), or experience in customer support or BPO environments
- Experience with support channels like chat, voice, or email is a must
- Proven experience in setting up and scaling audit and quality review processes.
- Strong attention to detail with the ability to identify process inefficiencies and user pain points.
- Excellent communication and coaching skills able to give clear, constructive feedback to agents.
- Hands-on with support QC tools, CRM/ticketing systems, and Excel/Sheets for reporting and data slicing.
- Ability to thrive in a fast-paced, evolving environment with a strong ownership mindset.
- Strong process orientation and data-driven decision-making.
No Referrers Available
There are currently no referrers available for this job. You can still apply, will let you know once there is any referrer available.