Analyst Quality Programs
Job Description
About us:
As a Fortune 50 company with more than 400,000 team members worldwide, Target is an iconic brand and one of America's leading retailers.
Joining Target means promoting a culture of mutual care and respect and striving to make the most meaningful and positive impact. Becoming a Target team member means joining a community that values different voices and lifts each other up. Here, we believe your unique perspective is important, and you'll build relationships by being authentic and respectful.
Overview about TII
At Target, we have a timeless purpose and a proven strategy. And that hasn’t happened by accident. Some of the best minds from different backgrounds come together at Target to redefine retail in an inclusive learning environment that values people and delivers world-class outcomes. That winning formula is especially apparent in Bengaluru, where Target in India operates as a fully integrated part of Target’s global team and has more than 4,000 team members supporting the company’s global strategy and operations.
The Service Centers and Strategy & Enablement (SC, S&E) organization) is close to the action when it comes to communication- whether with guests or Target team members. From guest service professionals and product designers to vendor managers and financial and workforce management analysts, SC,S&E comprises several key and high visibility areas that elevate and nurture Target’s distinctive reputation. We cultivate loyalty and satisfaction through exceptional service and support. And we foster a culture of responsive, knowledgeable and committed service-from the inside out-through enterprise services our people can count on.
SC includes several contact centers focused on the quick and seamless resolution of a variety of issues. From CircleCard, Guest Services to the Client Support Center (CSC), we pride ourselves on infusing every interaction with that signature Target service that guests and team members alike have come to expect. We directly support Target’s bottom line through building guest loyalty as the retailer of choice and taking care of our team members so that they can get back to work they do best, from headquarters to stores to distribution centers.
As an Analyst Quality audit, you will need to collaborate with various Service center partners and identify projects/processes aligning key objectives that enhance Guest Experience, Agent performance, Process improvements and Technology changes. You need to display a high level of curiosity to dig into data to understand themes & patterns, identify root causes, check-in on progress, take action to address roadblocks/challenges to deliver on project outcomes. You will need to build strong relationships with business and collaborate with other analysts to ensure alignment and understanding of business objectives and KPIs. In addition to supporting the process improvement projects, support quality program on various parameters defined by quality applications within Target, for Service center team members in accordance with specific SOP’s whenever required. Ensure consistency and accuracy in quality assessments across the team through regular calibration sessions/listening forums. Develop a deeper Subject matter expertise in the area you support. You will need to continuously upskill on various tools and technologies that may be required for implementation of process improvement outcomes.
Core responsibilities of this job are described within this job description. Job duties may change at any time due to business needs.
Key Responsibilities
Conduct quality evaluations, audits, calibration sessions, listening forums, and quality reviews to ensure consistency and accuracy.
Execute Quality Assurance (QA) and Quality Control (QC) activities to ensure adherence to quality standards, SOPs, and compliance requirements.
Perform root cause analysis using structured methodologies such as 5 Whys, Fishbone, and Pareto Analysis.
Develop corrective and preventive action plans and track effectiveness of implemented solutions.
Lead and support cross-functional quality and process improvement projects from planning through implementation and benefit realization.
Develop project plans, track milestones, manage risks and dependencies, and provide stakeholder communications.
Develop reports, dashboards, scorecards, and business insights using data visualization and analytics tools.
Leverage Lean Six Sigma, automation, and GenAI-enabled quality solutions to improve business outcomes.
Partner with Product, Technology, Operations, and Analytics teams to implement and optimize quality-related capabilities and tools.
Monitor key quality metrics and business KPIs and communicate actionable insights to stakeholders.
Develop subject matter expertise in assigned business areas and remain current on quality, analytics, AI, and operational excellence trends.
About You
Three-year degree or equivalent experience with 4-6 years of relevant experience, or MBA with 3-5 years of relevant experience.
4-6 years of experience in Quality Assurance, Quality Control, Quality Programs, Operational Excellence, Project Management, Process Improvement, Analytics, or related disciplines.
Demonstrated experience leading or supporting cross-functional projects, including planning, stakeholder management, execution, and results tracking.
Strong experience conducting Root Cause Analysis (RCA) and applying structured problem-solving methodologies to operational and quality challenges.
Experience developing action plans and driving continuous improvement initiatives.
Experience with reporting and visualization tools such as Power BI, Tableau, Excel, or similar platforms.
Knowledge of quality monitoring platforms such as NICE, Genesys, Verint, or equivalent systems.
Experience leveraging automation, AI-enabled solutions, or Generative AI capabilities in business processes preferred.
Working knowledge of Lean, Six Sigma, Continuous Improvement, and project management methodologies.
Excellent written and verbal communication skills.
Strong collaboration, partnership, and stakeholder management skills.
Ability to work independently with a high level of initiative, ownership, and accountability.
Advanced proficiency in Microsoft Excel and PowerPoint.
Continuous learner with curiosity for quality transformation, analytics, emerging technologies, and operational excellence.