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 effective 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

📌 Sfsc QA (Bengaluru)
🏢 TalentOla
📍 Bengaluru