Quality Lead (Customer Support/ BPO)

Habuild Healthtech Private Limited; Nagpur District; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Habuild Healthtech Private Limited in Nagpur is hiring a Quality Lead for the Audit and Quality Check vertical within the Member Support Team. You’ll own the quality audit framework across chat, voice, and email, and lead a small team to ensure accuracy, empathy, and timely resolutions.

Collaborate with product and tech teams to refine AI-backed QC tools, set benchmarks, and drive continuous improvement through coaching, training, and reporting.

Qualifications

• 3–4 years of experience in a support QA/audit role in a B2C setting.
• Experience with chat, voice, or email support channels.
• Proven ability to set up and scale audit/quality review processes.
• Strong attention to detail and ability to identify process gaps.
• Excellent coaching and communication skills for agent feedback.
• Hands-on with QA tools, CRM/ticketing systems, and Excel/Sheets.

Responsibilities

• Own and evolve the quality audit framework across chat, voice, and email.
• Lead the quality audit vertical within the Member Support team.
• Design and implement quality check processes, review frameworks, and schedules.
• Monitor interactions to identify training gaps and escalation handling.
• Provide actionable feedback and drive continuous improvement.
• Build a QC dashboard to track metrics like resolution time and accuracy.
• Collaborate with product and tech teams on AI-backed QC tools.
• Coordinate with support operations, training, and product teams to enhance customer experience.
• Define quality benchmarks and ensure adherence through audits.
• Implement tools to automate QC sampling, feedback loops, and reporting.
• Lead a small team of quality analysts, delivering against SLAs.

Skills

QA auditing

Support channel experience

Attention to detail

Coaching

Data-driven decisions

Ownership mindset

Tools

CRM/ticketing systems

Excel/Sheets

QC tools

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 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.

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.