Expert Quality & Compliance Lead

About coto

coto is a real-time emotional wellness platform offering live consultations across mental health, astrology, tarot, and relationships — creating a safe, trusted, women-first space. With 24x7 access, impulse consultations, and a growing pool of expert creators, we’re scaling rapidly across India, MENA, and the global diaspora.

We're now looking for a mission-aligned Expert Quality & Compliance Lead who will be the backbone of quality, consistency, and accountability on the platform — ensuring every expert shows up, delivers with empathy and structure, and converts users while maintaining platform trust.

What You'll Own

1. Revenue & Service Compliance

• Track and plug revenue leakage — monitor billed vs free minutes, refunds, and suspicious patterns.
• Flag and escalate off-platform consultations, violations of pricing norms, or misuse of wallet credits.
• Own expert compliance for PPM consistency, conversion from free consults, and attendance-based bonuses.

2. Attendance & Scheduling

• Track expert attendance across all live slots: who showed up, who didn’t, who started late or ended early.
• Maintain a live dashboard to highlight no-shows, low-hour fulfillment, and breach of weekly/hourly commitments.
• Work with vertical leads to ensure backup coverage and recovery protocols.

3. Live Session & Webinar Quality

• Audit live webinar content using checklists, AI summaries, or session recordings.
• Ensure sessions have clear topics, a strong hook, expert storytelling, emotional safety, and a CTA for paid consults.
• Drive adoption of AI-powered session prompts and rituals for structured delivery.
• Build quality scoring per expert per session.

4. Setup & Ritual Compliance

• Enforce daily rituals (e.g. grounding, cleansing for Tarot, setup check-in on Slack with image).
• Monitor expert setup: camera angle, lighting, attire, background visuals.
• Coach or escalate experts who under-deliver repeatedly on setup or energy.

5. Reporting & Feedback

• Build weekly dashboards on compliance scorecards, PPM shifts, attendance flags, free-to-paid conversion.
• Collaborate with Category Heads and Chiefs to retrain or offboard low-compliance experts.
• Recommend bonus/penalty rules based on real-time performance and reliability.

You’ll Be a Great Fit If You Have:

• 4–7 years in Operations, Quality Assurance, or Training roles in platforms like Urban Company, NoBroker, Zomato, or Telehealth or similar companies that operate in the marketplace model.
• Hands-on experience in setting up SOPs, checklists, audit systems, and compliance workflows.
• Love working with creators or experts but can drive accountability with clarity and compassion.
• Are data-literate — confident in using dashboards, Excel/Sheets, and working with product/data teams.
• Thrive in high-growth environments where trust, consistency, and emotional intelligence matter.

Why This Role Matters:

Because one bad experience can break trust, but one powerful session can change a life.

You’re not just enforcing policies — you’re creating the standard of care, presence, and delivery that makes coto magical. You’ll ensure that what we promise in our ads is exactly what women experience when they show up.

Job Types: Full-time, Permanent

Pay: ₹600,000.00 - ₹800,000.00 per year

Benefits:

• Flexible schedule

Work Location: In person