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.