Quality Lead (Customer Support/ BPO)

About the role

Quality Lead (Customer Support/ BPO) at Habuild. Own and evolve the quality audit framework for Community Support across chat, voice, and email channels.

What you'll do

• Own and evolve the quality audit framework for Community Support across chat, voice, and email channels
• Lead the quality and audit vertical of the Member Support team, ensuring high standards of accuracy, empathy, and responsiveness
• Design and implement quality check processes, review frameworks, and audit schedules for chat, call, and email support
• Monitor and evaluate interactions to identify gaps in training, tone, resolution, and escalation handling
• Provide actionable feedback to support agents and drive continuous improvement through coaching and retraining

What you need

• 3–4 yrs of experience
• Customer service
• CRM
• Email support
• Escalation handling
• Communication
• Any graduate