Senior Quality Analyst – Health Coaching

Senior Quality Analyst – Health Coaching Company: MetaGO Health Function: Training & Quality – Health & Wellness Location: Mumbai Employment Type: Full-time Recommended Experience: 4–6 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. A formal nutrition or dietetics background is mandatory. What You’ll Own Quality Framework • 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. Audits and Calibration • Conduct audits for complex, escalated, high-risk or disputed cases. • Review potential clinical misinformation, missed red flags and professional-scope violations. • Lead regular calibration sessions so all Quality Analysts interpret standards consistently. • Review Quality Analyst decisions and resolve scoring disagreements. • Ensure audits remain developmental and evidence-based rather than becoming box-ticking exercises. Performance Improvement • Conduct root-cause analysis for recurring quality failures, escalations, complaints and member drop-offs. • Create corrective action plans in partnership with Health Coaching managers and Trainers. • Track whether feedback and corrective actions result in sustained improvement. • Identify whether issues originate from individual performance, unclear SOPs, training gaps, tools or process design. • Recommend changes to scripts, workflows, coaching protocols and documentation standards. Team and Stakeholder Management • Mentor and guide Quality Analysts. • Support onboarding and quality certification for new Quality Analysts. • Present quality trends, risks and recommendations to leadership. • Partner with the Clinical team when standards require medical interpretation or approval. • Work with Trainers to convert quality trends into targeted learning interventions. • Collaborate with Operations and Product teams to improve workflows and coaching tools. • Support Health Coach managers with evidence-based performance insights. Reporting and Governance Monitor and report: • Overall and parameter-level quality scores • Critical-error and missed-escalation rates • Documentation compliance • Repeat-error trends • Coach-wise and team-wise performance • Corrective-action completion • Calibration variance • Member complaints and experience trends • Quality improvement after training • Process and SOP gaps Mandatory Qualifications • Bachelor’s or master’s degree in Clinical Nutrition, Dietetics, Food and Nutrition or an equivalent nutrition discipline; a master’s degree is preferred. • Applications without a formal nutrition or dietetics qualification will not be considered. • 4+ years of experience in clinical nutrition, medical weight management, health coaching or chronic-disease programmes. • Experience in quality assurance, clinical audits, case reviews or coaching-team supervision. • Strong knowledge of obesity, diabetes, metabolic health, behaviour change and GLP-1-supported care. • Strong understanding of professional boundaries and medical-escalation requirements. • Experience designing scorecards, analysing trends and presenting quality insights. • Ability to deliver difficult feedback fairly and constructively. • Strong problem-solving, reporting and stakeholder-management skills. • Previous experience mentoring Quality Analysts or Health Coaches is preferred. What Success Looks Like • Quality standards are clear, clinically responsible and consistently applied. • Critical risks and missed escalations are detected early. • Audit decisions remain consistent across the quality team. • Recurring coaching errors reduce over time. • Training interventions produce visible improvement in quality scores. • Leadership receives clear insights—not only audit numbers. • Members experience dependable coaching quality across the programme. Department: Training & Quality Experience: 4