Quality Lead (Customer Support/ BPO)
habuild· Operation
About this role
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.
Frequently Asked Questions
Is the salary disclosed for the Quality Lead (Customer Support/ BPO) position at habuild?
The salary for this Quality Lead (Customer Support/ BPO) role at habuild is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Quality Lead (Customer Support/ BPO) position at habuild located?
This Quality Lead (Customer Support/ BPO) role at habuild is based in Nagpur,, MH, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Quality Lead (Customer Support/ BPO) role at habuild full-time or part-time?
This is listed as a FULL TIME position. It is posted as a Quality Lead (Customer Support/ BPO) role in the Operation department at habuild.
Which team or department does the Quality Lead (Customer Support/ BPO) at habuild belong to?
This Quality Lead (Customer Support/ BPO) position is part of the Operation department at habuild. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Quality Lead (Customer Support/ BPO) position at habuild?
Click the "Apply Now" button on this page. You will be redirected to habuild's official application portal hosted on keka where you can submit your application directly.
When was the Quality Lead (Customer Support/ BPO) job at habuild posted?
This Quality Lead (Customer Support/ BPO) position at habuild was posted on Jul 25, 2026. Apply as soon as possible — early applications are often reviewed first.
Quality Lead (Customer Support/ BPO)
habuild
You'll be redirected to habuild's official application page on keka.