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Traya Health

3 months ago

Mumbai, India Traya Health Full time

As the Head Quality Assurance in Customer Success Function at Traya, you will be responsible for maintaining a high and consistent level of support quality across our team. Your primary goal is to ensure that every customer, regardless of the agent or support channel, receives consistently excellent service. You will lead a team dedicated to enhancing service quality, analyzing performance metrics, and implementing strategies to continually improve customer interactions.

What You'll Do :

- Set the Bar High: Establish and refine our internal standards for support and call center quality assurance. Create and maintain quality benchmarks that reflect our commitment to excellent, personalized service.

- Evaluate with Precision: Review interactions from our support agents Hair Coaches across various channels (calls, emails, chats) to ensure that every customer experience meets our high standards.

- Provide Insightful Feedback: Offer constructive feedback and guidance to agents, helping them understand and implement improvements. Engage in meaningful dialogues to clarify and enhance their performance.

- Analyze Metrics: Dive deep into customer service metrics (e.g., CSAT) to uncover insights and correlations with team performance. Use this data to devise strategies that boost our support KPIs.

- Enhance Performance: Support agent development through targeted coaching and ongoing guidance. Identify training needs and lead initiatives to address these areas, ensuring our team remains at the top of their game.

- Monitor and Report: Keep a close eye on performance at both individual and team levels. Create detailed reports on support performance and share your findings with senior management to drive strategic improvements.

- Ensure Consistency: Participate in calibration sessions to maintain consistency in evaluations. Foster a positive team culture that aligns with Traya's values and mission.

- Drive Improvements: Identify process gaps and develop impactful strategies to enhance support quality. Work closely with other departments to integrate best practices and drive continuous improvement.

Who You Are:

- Experienced Leader: You bring 7-10 years of experience in customer service quality assurance, including at least 3 years in a leadership role. Prior experience in customer service roles is a must.

- Analytical Thinker: You have strong analytical skills and a deep understanding of quality assurance procedures and support metrics. You're proficient in data visualization and can turn metrics into actionable insights.

- Excellent Communicator: Your communication and interpersonal skills are top-notch, and you excel at delivering constructive feedback in a way that motivates and guides your team.

- Organized and Strategic: You have effective organizational skills, a knack for goal-setting, and a strategic mindset. You're adept at solving problems and devising strategies that make a real difference.

- Empathetic Leader: You're detail-oriented, proactive, and dedicated to continuous improvement. You thrive in a fast-paced environment and are passionate about fostering a positive, supportive team culture.

- Education Background: Bachelor's degree in engineering, business, marketing, computer science, or related - eld

Budget: 10 LPA -18 LPA

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