Senior Manager - Quality Operations

About Us:

Traya is an Indian direct-to-consumer hair care platform that provides a holistic treatment for individuals experiencing hair loss. Through personalized consultations, we identify the root cause of hair fall using a combination of Ayurveda, Allopathy, and Nutrition. Our unique diagnostic platform, combined with medically trained hair coaches and proprietary tech, ensures customers receive customized solutions delivered right to their doorstep - and the ongoing guidance they need to stay on track.

Founded by Saloni Anand (techie-turned-marketeer) and Altaf Saiyed (Stanford GSB alumnus), Traya's mission is to de-stigmatize hair loss, address its emotional and psychological impact, and make effective treatment accessible to all.

Our Vision:

We aim to create a global awareness movement around hair loss while delivering a scientifically proven, holistic solution that combines the best of three sciences.

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, behavioral trends, and process gaps

- Track the effectiveness of coaching and quality interventions through measurable improvements

- 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