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 channelsOwn quality reporting, dashboards, and leadership reviews with clear insights and recommendationsDesign and continuously improve QA scorecards, evaluation parameters, and audit methodologyDrive audit coverage strategy, sampling methodology, and audit effectivenessLead calibration programs to ensure scoring consistency across QA, Operations, and Training teamsIdentify quality gaps through audits and convert findings into actionable improvement plansEstablish governance for critical errors, compliance adherence, and quality standardsBuild robust feedback and coaching mechanisms to improve agent performanceAnalyze quality data to identify recurring defects, behavioural trends, and process gapsTrack the effectiveness of coaching and quality interventions through measurable improvementsOwn quality reporting, dashboards, and leadership reviews with clear insights and recommendationsImprove QA productivity through automation, AI-enabled quality monitoring, and process optimizationMentor and develop QA Team Leads and Quality Analysts while driving high audit accuracy and calibration alignment