Digital Products Quality Specialist

Overview

The Customer Experience & Quality Specialist supports continuous improvement of developer-facing digital platforms by gathering customer insights, conducting quality assessments, coordinating testing activities, and identifying opportunities to improve user experience. The role serves as the customer advocate within the product team and works closely with Product Owners and the Operational Excellence Expert.

What you'll do

• Monitor customer feedback channels, surveys, and support insights.
• Support the closed-loop feedback process by categorizing, tracking, and following up on customer issues.
• Identify recurring themes, trends, and root causes from customer feedback.
• Escalate customer-impacting issues to Product Owners and the Operational Excellence Expert for resolution and tracking.
• Assist in preparing regular customer experience reviews and reports.
• Conduct customer interviews and collect qualitative feedback.
• Support the development of interview guides and research plans.
• Analyze user behavior, pain points, and unmet needs across the developer journey.
• Summarize findings and propose improvement opportunities for products, content, and user journeys.
• Help maintain a continuous feedback loop between users and product teams.
• Execute regression testing for key user journeys and platform features.
• Validate new functionality before release from a customer experience perspective.
• Document defects, usability challenges, and improvement recommendations.
• Coordinate with Product Owners and Engineering teams to verify issue resolution.
• Help maintain testing documentation and quality checklists.
• Support the planning and execution of break-a-thons and user testing initiatives.
• Create testing scenarios covering critical user journeys and edge cases.
• Coordinate participation across business functions and regions.
• Capture findings, prioritize observations, and ensure outcomes are documented.
• Track implementation of identified improvements.
• Identify opportunities to enhance usability, content discoverability, accessibility, and customer satisfaction.
• Support root cause analysis activities for recurring customer issues.
• Work with Product Owners and the Operational Excellence Expert to ensure corrective actions are implemented.
• Track the effectiveness of improvement initiatives and report outcomes.
• Provide customer insights that help prioritize operational improvements.
• Identify quality gaps and customer-impacting issues.
• Validate whether operational fixes solve underlying customer problems.
• Support root cause investigations from a customer perspective.
• Measure customer impact after improvements are implemented.

What you'll need

• Bachelor's degree in Business, Marketing, Engineering, UX, Digital Products, Information Systems, or similar.
• 2-3 years of experience in Customer Experience, Product Quality, UX Research, Digital Marketing, Product Operations, or a related field.
• Experience analyzing customer feedback and user behavior.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder coordination skills.
• Familiarity with digital platforms, websites, or customer-facing products.

Details

• Location: Bangalore.