Lead Quality Analyst

Milestone Technologies; Ernakulam; Hybrid; INR 1,800,000 - 3,200,000; Full time

Job summary

Milestone Technologies seeks a Lead Quality Analyst to drive quality assurance for Salesforce-powered ESM/ITSM and Conversational AI initiatives. You will define quality strategy, govern testing practices, mentor QA teams, and ensure solutions meet business, security, and UX expectations.

You will collaborate with Business Analysts, Architects, Salesforce Leads, Product Owners, and stakeholders to instill a quality-first culture across delivery teams and manage end-to-end testing across complex

Qualifications

• 7-10 years of Quality Assurance and Testing experience in enterprise environments.
• Minimum 2-3 years leading QA teams or testing workstreams.
• Strong experience testing Salesforce and/or Enterprise Service Management platforms.
• Experience developing enterprise test strategies and governance frameworks.
• Deep understanding of Functional, Integration, End-to-End, UAT, Defect Management and Quality Metrics.

Responsibilities

• Lead QA activities across multiple Salesforce and ITSM workstreams.
• Define quality strategies, governance processes, standards and best practices.
• Establish testing frameworks, review processes, quality metrics and release readiness criteria.
• Act as the primary quality escalation point for delivery teams.
• Drive continuous improvement in quality engineering practices.
• Ensure quality standards across all project phases.

Skills

QA Leadership

Salesforce testing

QA strategy

Agile & DevOps

Stakeholder mgmt

Mentoring

Quality metrics

Test governance

Education

ISTQB Certification

Tools

Salesforce

MuleSoft

Automation frameworks

Job description

About the Role

We are seeking an experienced and quality-driven Lead Quality Analyst to lead quality assurance and testing activities for large-scale Salesforce-powered Enterprise Service Management (ESM), IT Service Management (ITSM), and Conversational Agentic Platform initiatives.

The Lead Quality Analyst will be responsible for defining quality strategy, governing testing practices, mentoring Quality Analysts, and ensuring that delivered solutions meet business, functional, security, integration, and user experience expectations.

This role requires a strong combination of quality leadership, business process understanding, stakeholder management, and hands‑on testing expertise. The ideal candidate will work closely with Business Analysts, Architects, Salesforce Leads, Product Owners, and customer stakeholders to establish a quality-first culture across all delivery teams.

Key Responsibilities

Quality Leadership & Goverce

• Lead quality assurance activities across multiple Salesforce and ITSM workstreams.
• Define quality strategies, test goverce processes, standards, and best practices.
• Establish testing frameworks, review processes, quality metrics, and release readiness criteria.
• Act as the primary quality escalation point for delivery teams.
• Drive continuous improvement initiatives across quality engineering practices.
• Ensure quality standards are consistently applied across all project phases.

Test Strategy & Planning

• Define comprehensive testing strategies covering:
  • Functional Testing
  • Integration Testing
  • End-to-End Testing
  • Regression Testing
  • User Acceptance Testing
  • Release Validation
• Review and approve test plans, test scenarios, test cases, and test execution results.
• Ensure complete traceability between requirements and testing outcomes.
• Drive risk-based testing approaches for complex enterprise implementations.

Salesforce & ITSM Solution Validation

• Lead validation activities for solutions involving:
  • Salesforce Service Cloud
  • Experience Cloud
  • Agentforce
  • Enterprise Service Management
  • ITSM Platforms
• Validate business processes including:
  • Incident Management
  • Service Request Management
  • Change Management
  • Problem Management
  • Knowledge Management
  • CMDB
  • IT Asset Management
  • Service Catalog Management
  • Employee Service Delivery
• Ensure solutions meet business objectives, customer requirements, and compliance expectations.

Integration & Enterprise Testing

• Lead testing of enterprise integrations involving Salesforce, MuleSoft, APIs, ERP, HR, Monitoring, and third-party applications.
• Establish integration testing standards and validation approaches.
• Ensure data integrity, synchronization, security, and business continuity across connected platforms.
• Oversee complex end-to-end business process validation.

Team Leadership & Mentoring

• Lead and mentor Quality Analysts across multiple projects.
• Review and approve testing deliverables.
• Provide coaching on testing methodologies, automation adoption, and quality best practices.
• Support capability development and certification initiatives.
• Foster a quality-first mindset across business and technical teams.

UAT & Release Management

• Guide UAT planning and business validation activities.
• Facilitate defect triage, prioritization, and resolution processes.
• Participate in release goverce and production readiness reviews.
• Ensure quality criteria are achieved prior to production deployments.

AI & Innovation

• Define testing approaches for Agentforce, Conversational AI, and AI-powered service experiences.
• Validate intelligent workflows, autonomous service processes, and automation capabilities.
• Support adoption of quality engineering and test automation best practices.

Required Qualifications

Must Have

• 7-10 years of Quality Assurance and Testing experience in enterprise environments.
• Minimum 2-3 years leading QA teams or testing workstreams.
• Strong experience testing Salesforce and/or Enterprise Service Management platforms.
• Experience developing enterprise test strategies and goverce frameworks.
• Deep understanding of:
  • Functional Testing
  • Integration Testing
  • End-to-End Testing
  • UAT
  • Defect Management
  • Quality Metrics
  • Root Cause Analysis
• Experience managing stakeholder expectations and quality reporting.
• Experience working within Agile, Scrum, and DevOps delivery models.
• Strong communication, leadership, and mentoring skills.

Preferred Qualifications

• Experience testing Salesforce transformation programs.
• Experience validating ITSM, CMDB, or IT Asset Management implementations.
• Experience with API and MuleSoft integration testing.
• Exposure to automated testing frameworks and test automation strategies.
• Salesforce, ISTQB, Quality Engineering, or related certifications.

Added Advantage

• Experience testing Agentforce implementations.
• Exposure to Conversational AI and Generative AI platforms.
• Knowledge of Enterprise Service Management operating models.
• ITIL Foundation Certification.

What We Are Looking For

• Think beyond defect identification and focus on business outcomes.
• Can lead quality goverce across enterprise programs.
• Enjoy mentoring teams and driving continuous improvement.
• Have excellent stakeholder management and communication skills.
• Champion quality engineering and innovation.
• Are passionate about Salesforce, Agentforce, AI, and Enterprise Service Management.

Why Join Us

• Lead quality assurance efforts for strategic Salesforce-powered Conversational ITSM and Enterprise Service Management initiatives.
• Work with cutting‑edge technologies including Agentforce, AI, MuleSoft, Salesforce, and Enterprise Automation platforms.
• Influence testing strategy, goverce, and quality engineering practices across projects.
• Mentor and develop future quality leaders within the organization.
• Collaborate with business leaders, architects, developers, and product teams driving enterprise transformation.
• Join a high‑growth organization where quality, innovation, and customer experience are central to success.
• Enjoy a flexible hybrid work model across Kochi, Bangalore, and Hyderabad.