Quality Analyst, Customer Success

About Plum

Plum is an employee insurance and health benefits platform focused on making health insurance simple, accessible and inclusive for modern organizations.

Healthcare in India is seeing a phenomenal shift with inflation in healthcare costs 3x that of general inflation. A majority of Indians are unable to afford health insurance on their own; and so as many as 600mn Indians will likely have to depend on employer-sponsored insurance.

Plum is on a mission to provide the highest quality insurance and healthcare to 10 million lives by FY2030, through companies that care. Plum is backed by Tiger Global and Peak XV Partners.

About the role

We are looking for a detail-oriented and analytical Quality Analyst to join our team in Bangalore. The Quality Analyst will be responsible for monitoring, inspecting, and proposing measures to correct or improve our processes to ensure that our products meet established quality standards. The ideal candidate will have a strong understanding of quality control processes, excellent problem-solving skills, and a commitment to continuous improvement.

Role Responsibilities

• Quality Monitoring: Conduct regular audits and quality checks on processes, products, or services to ensure compliance with company standards and regulations.
• Process Improvement: Identify areas of improvement in the quality control process, develop corrective actions, and monitor their implementation.
• Data Analysis: Analyze quality data and metrics to identify trends, root causes of issues, and opportunities for improvement.
• Documentation: Maintain accurate records of quality tests, inspections, and audits. Prepare detailed reports on findings and recommendations.
• Collaboration: Work closely with other departments, including production, operations, and customer service, to address quality issues and implement solutions.

Role Requirements

• Technical Skills: Proficiency in quality management systems, statistical analysis, and relevant software tools (e.g., MS Office). Experience with Zendesk, Salesforce, Ozonetel, and similar tools will be an added advantage.
• Analytical Skills: Strong analytical and problem-solving skills with attention to detail.
• Communication: Excellent verbal and written communication skills, with the ability to present complex information clearly.
• Team Player: Ability to work well in a team environment and collaborate with different departments.
• Additional Key Competencies
• Attention to Detail
• Analytical Thinking
• Problem-Solving
• Communication Skills
• Time Management
• Continuous Improvement Mindset

Please Note: This is not a Technical QA / Software Testing role and not a Product Analyst role. This position focuses on operational and service quality, including process audits, quality evaluations, and continuous improvement across business and customer-facing operations.