Lead Quality Analyst

Company Overview Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

Our seasoned professionals deliver services based on Milestone’s best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.

Job Overview 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 & Governance

• Lead quality assurance activities across multiple Salesforce and ITSM workstreams.
• Define quality strategies, test 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 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 governance 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 governance 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 We are looking for professionals who:

• Think beyond defect identification and focus on business outcomes.
• Can lead quality governance 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, governance, 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.

Join Us If you are an experienced Lead Quality Analyst who combines strong testing expertise with leadership, governance, and mentoring capabilities, we would love to hear from you. Join us in delivering next-generation Salesforce-powered Conversational ITSM and Agentic Service Platforms , ensuring exceptional quality, business value, and customer experience at every stage of the delivery lifecycle.

Compensation Estimated Pay Range:

Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.

Our Commitment to Diversity & Inclusion At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success.

Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees.

We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.

***Notice to Job Seekers Regarding Impersonation and Fraudulent Job Offers*** It has come to our attention that unauthorized individuals and entities are impersonating Milestone Technologies, Inc. on various job boards/portals, specifically Naukri.com and Linkedin.com Please be advised of the following official Milestone Technologies recruitment policies: Official Communication Channels All legitimate email communications from our recruitment team will originate ONLY from the domains: @milestone.tech. We do not use generic email services (e.g. @gmail.com, @yahoo.com, @outlook.com) or unofficial third party messaging apps to conduct formal business.

No Recruitment Fees Milestone Technologies never requests any form of payment, "security deposit", "laptop/equipment fee", or "processing fee" at any stage of the recruitment or onboarding process. Any request for money in exchange for an interview or job offer is a scam.