Senior Quality Analyst – Health Coaching
MumbaiFull-time4–7 yrsPosted over a month ago
Mid-level customer support role at Ketto Online Ventures in Mumbai. Needs 4+ years.
About the role
The Senior Quality Analyst owns more than individual audits. This role helps define what excellent Health Coaching looks like across MetaGO—and ensures the entire coaching team delivers it consistently. You will lead quality frameworks, complex audits, calibration, root-cause analysis and improvement plans while supporting Quality Analysts and partnering with Clinical, Training, Operations and Health Coaching teams.
What you'll do
- Build and continuously improve the Health Coach quality scorecard
- Define critical, major and minor quality failures
- Establish audit-sampling plans across coaches, member segments, programme stages and risk categories
- Ensure the scorecard evaluates clinical accuracy, coaching effectiveness, member experience, documentation and safety
- Update quality standards as MetaGO’s protocols, services and member journey evolve
What you need
- Escalation handling
- GLP
- Root cause analysis
- SOP writing
- Problem solving