Quality Lead (Customer Support/ BPO)

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.