Traya Health - Quality Operations Manager

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), Trayas 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 and 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