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Common mid-level QA role at a known global firm in a Pune metro location increases candidate competition.
Medium because QA and service-quality skills transfer across industries, but CX-specific experience is preferred.
Moderate because an explicit 2-3 years requirement plus QA and CX experience is expected.
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Conduct consistent quality reviews of service interactions and operational processes to ensure adherence to defined standards and collect actionable performance data.
Analyze defects through root cause analysis to identify underlying drivers such as process or knowledge gaps and translate findings into customer experience impact insights.
Support the full lifecycle of quality improvement by documenting, communicating, tracking, and validating issues through resolution to drive sustainable performance improvement.
Bachelor’s degree or equivalent experience.
2-3 years of experience in Customer Experience, Service Operations, Quality Assurance, or related field.
Exposure to QA methodologies or audit frameworks is advantageous but not mandatory.
Strong written and verbal communication skills with an analytical mindset to interpret structured data sets.
Detail-oriented and analytically driven professional capable of structured problem solving and root cause analysis.
Experience contributing to continuous improvement initiatives and quality performance linked to customer experience outcomes.
Able to operate independently and collaboratively in a process-driven environment with high attention to detail.