About the Role
We are looking for a detail-oriented and business-focused Senior Quality Analyst to join our growing team and play a critical role in delivering high-quality Salesforce and Conversational ITSM solutions.
The ideal candidate will be responsible for ensuring that business requirements are thoroughly validated, tested, and implemented in alignment with customer expectations. This role goes beyond traditional testing and requires someone who can understand business processes, challenge assumptions, identify gaps, and ensure that the delivered solution truly addresses business needs.
You will work closely with Business Analysts, Product Owners, Developers, Architects, and Client Stakeholders to validate Salesforce, Agentforce, ITSM, and enterprise integration solutions throughout the delivery lifecycle.
If you enjoy being the quality gatekeeper, ensuring business value realization, and advocating for the customer experience, this role is for you.
Key Responsibilities
Business Validation & Quality Assurance
- Act as the quality champion for all functional and business solution deliveries.
- Ensure business requirements, user stories, process flows, and acceptance criteria are complete, testable, and aligned with customer expectations.
- Analyze BRDs, Functional Specifications, User Stories, and Solution Designs to identify ambiguities, gaps, and risks before development begins.
- Validate that delivered functionality addresses the intended business outcomes and process requirements.
- Ensure quality is built into every phase of the delivery lifecycle rather than being treated as a final activity.
Test Planning & Execution
- Develop comprehensive test strategies and test plans for Salesforce, ITSM, Agentforce, and integration-based solutions.
- Create detailed:
- Test Scenarios
- Test Cases
- Traceability Matrices
- Test Data Requirements
- Defect Reports
- UAT Support Documentation
- Execute functional, integration, regression, end-to-end, and user acceptance testing activities.
- Validate Salesforce configurations, customizations, workflows, automations, and integrations.
- Ensure all business scenarios, exception handling, and edge cases are adequately tested.
Salesforce & ITSM Solution Testing
- Test solutions developed on:
- Agentforce
- Enterprise Service Management (ITSM) Platforms
- Validate business processes such as:
- Incident Management
- Service Request Management
- Knowledge Management
- Employee Service Processes
- Customer Service Workflows
- Case Management
- Verify conversational and AI-powered workflows to ensure accurate business outcomes and user experience.
Integration & End-to-End Validation
- Validate integrations across Salesforce and enterprise applications.
- Test APIs, data synchronization, workflow orchestration, and middleware integrations, including MuleSoft-enabled solutions.
- Ensure data accuracy, consistency, security, and business process continuity across systems.
- Perform end-to-end validation for complex business processes spanning multiple platforms.
UAT & Stakeholder Collaboration
- Partner with Business Analysts and Product Owners to establish clear acceptance criteria.
- Coordinate and support User Acceptance Testing (UAT) activities.
- Facilitate defect triage sessions and help prioritize business-critical issues.
- Collaborate with client stakeholders to validate delivered solutions and ensure business readiness.
- Participate in sprint reviews, showcase sessions, and production readiness assessments.
Continuous Improvement
- Identify process improvement opportunities within testing and quality practices.
- Contribute to test automation strategies and quality engineering best practices.
- Recommend enhancements that improve customer experience, business efficiency, and platform reliability.
- Promote a quality-first culture across business and technology teams.
Required Qualifications
Must Have
- 5 to 8 years of Quality Assurance and Testing experience in enterprise application environments.
- Strong experience testing:
- Enterprise Service Management or ITSM Platforms
- Strong understanding of business process validation and requirement-based testing.
- Experience creating and executing detailed test plans, test cases, and test scenarios.
- Experience supporting Agile and Scrum-based delivery teams.
- Strong knowledge of defect management, root cause analysis, and quality governance processes.
- Experience performing integration and end-to-end testing across enterprise applications.
- Excellent analytical, documentation, communication, and stakeholder management skills.
Preferred Qualifications
- Experience testing Salesforce transformation programs.
- Experience validating ITSM or Enterprise Service Management implementations.
- Experience working with API integrations, middleware solutions, and MuleSoft-based integrations.
- Knowledge of test automation frameworks and automation strategies.
- Exposure to Agile testing, DevOps, and Continuous Testing methodologies.
- Salesforce Administrator, Salesforce Business Analyst, or Quality Engineering certifications.
Added Advantage
- Experience testing Agentforce implementations and conversational service experiences.
- Exposure to AI-powered workflows, virtual agents, copilots, or conversational platforms.
- Experience validating Generative AI-driven business processes and service automation workflows.
- Knowledge of enterprise service delivery processes and operational support models.
What We Are Looking For
We are seeking professionals who:
- Think from a business value perspective rather than just a testing perspective.
- Challenge requirements and proactively identify gaps before they impact delivery.
- Have a strong customer-first mindset and advocate for user experience and quality.
- Can confidently work with Business Analysts, Developers, Architects, and Client Stakeholders.
- Have exceptional attention to detail and a passion for delivering defect-free solutions.
- Thrive in fast-paced environments where innovation and continuous learning are encouraged.
- Want to be part of a growing organization building next-generation Salesforce and Conversational ITSM solutions.
Why Join Us?
- Be part of a strategic initiative focused on building Salesforce-powered Conversational ITSM and Agentic Service Platforms.
- Work with cutting-edge technologies including Agentforce, Salesforce, AI, MuleSoft, and Enterprise Service Management solutions.
- Collaborate with experienced business, technology, and product teams driving large-scale transformation programs.
- Play a critical role in ensuring customer success and quality excellence.
- Join a growing organization where quality, innovation, and customer satisfaction are key pillars of success.
- Enjoy a flexible hybrid work model across Kochi, Bangalore, and Hyderabad.
Join Us
If you are a Senior Quality Analyst who believes that quality is about ensuring business outcomes and not just finding defects, and you are passionate about validating innovative Salesforce, Agentforce, and ITSM solutions, we would love to hear from you. Join us and help deliver world-class Conversational and AI-powered service experiences that delight our customers.
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