Quality Lead – Community Support

Habuild; Nagpur District; On-site; INR 500,000 - 800,000; Full time

Job summary

A leading habit-building platform in Nagpur is seeking a Quality Assurance Specialist to enhance Community Support. In this role, you will own the quality audit framework, monitor interactions, and provide feedback to support agents. The ideal candidate has 3–4 years of experience in a support QA role, strong attention to detail, and excellent communication skills. Join us to make habit building joyful and consistent for every household.

Qualifications

• 3–4 years of experience in a support QA/audit role, preferably in a B2C setup.
• Experience with support channels like chat, voice, or email.
• Proven experience in setting up and scaling audit processes.

Responsibilities

• Own and evolve the quality audit framework for Community Support.
• Monitor and evaluate interactions to identify gaps in training.
• Provide actionable feedback to support agents.

Skills

Attention to detail

Excellent communication

Coaching skills

Process orientation

Data-driven decision making

Tools

CRM/ticketing systems

Excel/Sheets

Job description

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 you're 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.

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.