The Quality Analyst – Salesforce Service Cloud is responsible for ensuring the quality, reliability, and functional accuracy of Service Cloud implementations. This role focuses on functional, regression, and end‑to‑end testing, working closely with cross‑functional Agile teams to identify defects early, support high‑quality releases, and ensure business requirements are met.
Key Responsibilities
Testing & Quality Assurance
• Execute functional, regression, and end‑to‑end testing for Salesforce Service Cloud applications.
• Validate Salesforce Service Cloud functionalities including case management, service workflows, and related features.
• Ensure test coverage aligns with business requirements and acceptance criteria.
• Apply modern testing tools and techniques to improve test effectiveness and efficiency.
Defect Management & Troubleshooting
• Identify, log, track, and manage defects across testing cycles.
• Perform root cause analysis to support effective defect resolution.
• Participate in bug triage and prioritisation discussions with development and product teams.
• Re‑test fixes and validate defect closures to ensure quality standards are met.
Agile & Delivery Collaboration
• Work within Agile / SDLC environments, actively participating in sprint ceremonies such as planning, daily stand‑ups, reviews, and retrospectives.
• Collaborate closely with developers, business analysts, and product owners to clarify requirements and test scenarios.
• Support UAT activities and provide quality sign‑off inputs.
Communication & Teamwork
• Communicate clearly and effectively in English (verbal and written) with stakeholders and team members.
• Act as a strong team player in cross‑functional delivery teams.
• Proactively raise risks, quality concerns, and improvement opportunities.