Job Summary The Senior QA Analyst – Salesforce Service Cloud is responsible for ensuring high-quality delivery of Salesforce Service Cloud implementations, focusing on customer service workflows, case management processes, and agent productivity solutions.

The role drives end-to-end quality assurance across Service Cloud functionalities including Case Management, Omni-Channel Routing, Service Console, Knowledge Management, and integrations. The analyst ensures that all business requirements are validated thoroughly, defects are minimized, and releases meet defined quality benchmarks.

This role requires close collaboration with business stakeholders, product owners, developers, and support teams to ensure scalable, stable, and efficient Service Cloud solutions aligned with business objectives.

Key Responsibilities

Test Strategy & Execution

- Define and lead QA strategy for Salesforce Service Cloud implementations and releases

- Design and execute functional, regression, UAT, and end-to-end test cases

- Ensure traceability across requirements, test cases, and defects

- Identify critical test scenarios aligned to customer service workflows

Service Cloud Validation

- Validate core Service Cloud functionalities:

- Case Management lifecycle

- Omni-Channel routing and work assignment

- Service Console usability and configurations

- Knowledge articles and search functionalities

- Entitlements and SLA tracking

- Perform end-to-end validation of service workflows and agent journeys

- Validate integrations with external systems (APIs, third-party tools)

- Ensure data validation across objects, workflows, and automation

Defect Management & Quality Improvement

- Drive defect identification, triage, and prioritization processes

- Perform root cause analysis and define reproducible defect scenarios

- Ensure defect closure and regression validation across releases

- Identify gaps in test coverage and implement improvements

- Track and report quality metrics and defect trends





Automation & Tools

- Contribute to test automation initiatives and frameworks

- Execute automation-supported regression suites

- Use tools such as Jira, Test Management tools, and API testing tools for quality delivery

Collaboration & Governance

- Participate in Agile ceremonies (Sprint Planning, Stand-ups, Retrospectives)

- Collaborate with developers during design validation and sprint execution

- Ensure adherence to QA standards and governance frameworks

- Provide QA inputs for release readiness and risk assessment

Leadership & Mentorship

- Mentor junior QA team members and enforce best practices

- Provide technical guidance on Salesforce Service Cloud testing

- Drive continuous improvement in QA processes

Skills & Capability Requirements

Capability

Must Have / Nice to Have

Level Required

Testing

Must Have

Expert

Team Player

Must Have

Proficient

Communication – English Speaking Skills

Must Have

Proficient

Problem Solving & Root Cause Analysis

Must Have

Proficient

Attention to Detail & Quality Ownership

Must Have

Expert

Technical Capabilities

Additional Requirements

- Bachelor's degree or equivalent experience

- 4–6+ years in QA / Salesforce testing roles

- Strong experience in Salesforce Service Cloud implementations

- Knowledge of Service Cloud features like Case Management, Omni-channel, Service Console

- Experience in Agile / Scrum environments

- Strong stakeholder communication and collaboration skills

Career Band & Role Expectations

- Operates at a Professional / Senior level with strong individual contribution

- Drives testing excellence within Service Cloud delivery teams

- Influences QA practices and improves delivery quality

- Works independently with moderate supervision and mentors peers

What Success Looks Like

- High-quality, defect-free Service Cloud releases

- Solid validation of customer service workflows and processes

- Reduced production defects and improved QA metrics

- Effective collaboration across QA, product, and engineering teams

📌 Sfsc QA (Bengaluru)
🏢 TalentOla
📍 Bengaluru