Senior Manager - Quality Assurance

About Us:

Traya is an Indian direct-to-consumer hair care brand platform providing a holistic treatment for consumers dealing with hair loss. The Company provides personalized consultations that help determine the root cause of hair fall among individuals, along with a range of hair care products that are curated from a combination of Ayurveda, Allopathy, and Nutrition. Traya's secret lies in the power of diagnosis. Our unique platform diagnoses the patient's hair & health history, to identify the root cause behind hair fall and delivers customized hair kits to them right at their doorstep. We have a strong adherence system in place via medically-trained hair coaches and proprietary tech, where we guide the customer across their hair growth journey, and help them stay on track. Traya is founded by Saloni Anand, a techie-turned-marketeer and Altaf Saiyed, a Stanford Business School alumnus.

Our Vision:

Traya was created with a global vision to create awareness around hair loss, de-stigmatise it while empathising with the customers that it has an emotional and psychological impact. Most importantly, to combine 3 different sciences (Ayurveda, Allopathy and Nutrition) to create the perfect holistic solution for hair loss patients.

Roles & Responsibilities :

• Own the Quality Management System (QMS) across all customer support channels
• Own quality reporting, dashboards, and leadership reviews with clear insights and recommendations
• Design and continuously improve QA scorecards, evaluation parameters, and audit methodology
• Drive audit coverage strategy, sampling methodology, and audit effectiveness
• Lead calibration programs to ensure scoring consistency across QA, Operations, and Training teams
• Identify quality gaps through audits and convert findings into actionable improvement plans
• Establish governance for critical errors, compliance adherence, and quality standards
• Build robust feedback and coaching mechanisms to improve agent performance
• Analyze quality data to identify recurring defects, behavioural trends, and process gaps
• Track the effectiveness of coaching and quality interventions through measurable improvements
• Own quality reporting, dashboards, and leadership reviews with clear insights and recommendations
• Improve QA productivity through automation, AI-enabled quality monitoring, and process optimization
• Mentor and develop QA Team Leads and Quality Analysts while driving high audit accuracy and calibration alignment