Quality Analyst (Telugu & Tamil)

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.

About the Role

Quality Assurance Associates at Traya are entrusted with the crucial task of assessing and enhancing the quality of customer interactions. The main responsibilities encompass a wide array of duties, such as thoroughly reviewing call recordings, detailed analysis of key performance indicators, pinpointing areas that require improvement, implementing strong quality assurance procedures, and providing insightful feedback to agents.

Responsibilities

• Monitor voice calls and chats for quality and compliance.
• Score agent performance based on tone, empathy, issue resolution, and adherence to scripts.
• Identify knowledge gaps and suggest training or coaching interventions.
• Conduct root cause analysis for repeated quality issues.
• Maintain call quality reports and recommend action plans for improvement.
• Provide feedback and coaching to the agents to improve their performance

Knowledge, Skills & Attributes

• Proficiency In Telugu & Tamil (able to read, write and speak)
• Bachelor's degree in any discipline (preference for IT or healthcare backgrounds).
• 1+ year of experience in a quality analyst, QA tester, or auditing role.
• Strong attention to detail and excellent analytical skills.
• Good communication and interpersonal abilities.
• Familiarity with quality assurance tools, audit formats, or testing platforms
• Knowledge of customer service best practices and quality assurance techniques