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, secure, 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