Principal, Customer Experience QA System

Job Description - Principal, Customer Experience QA System

Exp - 13-15 yrs

Bangalore (Hybrid)

Role Summary
The Principal, Customer Experience QA System is responsible for defining and driving the quality system of the Unified Web Front-End.

This role ensures that quality is treated as a core engineering capability, embedded across all applications, enabling a reliable, performant, and scalable customer experience at global scale.

Acting as a senior technical authority, the role establishes platform-wide standards, governance frameworks, and engineering practices, operating through influence across a multi-team, multi-domain environment.
Key Responsibilities1.

QA System Strategy & Engineering
Define and drive the platform-wide QA System
Establish a unified validation model (functional, integration, regression, accessibility, performance)
Own automation strategy and CI/CD integration
Define and monitor platform-level KPIs
Drive shift-left practices including testability and contract testing
2.

Release Governance & Quality Authority
Define and enforce Release Readiness Framework
Provide independent quality assessment for each release
Deliver formal quality recommendations based on readiness criteria
Escalate unresolved risks with business impact and mitigation options
Standardize readiness scorecards and governance artifacts
3.

Cross-Application Quality Integration
Ensure consistency across independently released applications
Define cross-domain integration testing standards
Identify and mitigate dependency risks
Drive reuse and standardization of test assets and practices
4.

Performance, Reliability & Observability
Define platform performance validation strategy
Establish observability as a release condition
Ensure reliability and scalability beyond functional validation
Collaborate with infrastructure on performance engineering
5.

Continuous Quality Improvement
Leverage incidents and observability insights
Lead Root Cause Analysis from quality perspective
Maintain quality backlog
Drive measurable improvements in automation and coverage
6.

Executive Communication & Influence
Represent quality posture at governance level
Translate risks into business impact
Publish quality dashboards
Influence stakeholders toward platform stability and consistency
Experience & Skills
Extensive experience in QA in large-scale digital platforms
Experience building QA systems at platform level
Strong expertise in automation, performance and observability
Experience in multi-team environments
Strong influencing skills without authority

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At Sch...