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Tier-1 brand, mid-level generalist QA role in Bangalore with common experience band increases competition.
Quality, RCA, and Lean skills are transferable, but contact-center tooling and retail context add specificity.
Explicit 4–6 years plus required QA, analytics, and platform experience tightens screening.
Conduct and manage quality evaluations, audits, and calibration sessions to ensure consistency and accuracy of quality assessments for service center team members.
Lead and support cross-functional quality and process improvement projects from planning through implementation and benefit realization, including root cause analysis and corrective action plans.
Develop and deliver reports, dashboards, and insights using data visualization tools while collaborating with Product, Technology, Operations, and Analytics teams to optimize quality-related capabilities and tools.
4–6 years of relevant experience in Quality Assurance, Quality Control, Quality Programs, Operational Excellence, Project Management, Process Improvement, or Analytics.
Bachelor's degree (three-year) or equivalent experience; MBA acceptable with 3–5 years of relevant experience.
Experience conducting Root Cause Analysis and applying structured problem-solving methodologies.
Experience with quality monitoring platforms (e.g., NICE, Genesys, Verint) and reporting/visualization tools (e.g., Power BI, Tableau, Excel).
Proven track record leading or supporting cross-functional quality and process improvement projects with stakeholder management and execution responsibilities.
Strong analytical mindset with expertise in Root Cause Analysis and development of corrective and preventive action plans.
Familiarity with Lean, Six Sigma, continuous improvement methodologies, and leveraging automation or AI-enabled quality solutions for business outcomes.