Salesforce QA
Posted 5 days ago by Infoplus Technologies UK Limited
Negotiable
Undetermined
Undetermined
London Area, United Kingdom
Summary: The Salesforce QA role focuses on ensuring compliance and quality within an account by tracking and reviewing processes, developing test plans, and conducting training. The position requires effective team management, including hiring, onboarding, and performance management, while also supporting new processes and driving engagement initiatives. The role emphasizes the importance of quality parameters and stakeholder management in the ITES/BPO industry.
Key Responsibilities:
- Track and review the quality of processes within an account.
- Develop test plans as per SOP and allocate reviews to analysts.
- Monitor testing to ensure compliance with the plan.
- Review defects data to assess account performance and identify error trends.
- Prepare reports for internal leadership and clients.
- Identify best practices and collaborate with the delivery team for improvements.
- Conduct Root Cause Analysis of errors to determine training needs.
- Conduct monthly training sessions based on identified error types.
- Support new process additions by ensuring proper training for agents.
- Manage team resources, including hiring and talent management.
- Set goals, conduct performance reviews, and provide feedback to team members.
- Lead engagement initiatives and track team satisfaction scores.
Key Skills:
- Domain/Industry Knowledge in ITES/BPO.
- Strong process understanding and quality parameters.
- Project Management Skills.
- Analytical Skills.
- Execution Excellence.
- Client centricity.
- Passion for results.
- Nurturing people.
- Stakeholder Management.
Salary (Rate): undetermined
City: London Area
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: Other
Job Description: SOQL & AccelQ is mandatory
Role Purpose: The purpose of this role is to ensure compliance and quality of the process within an account.
Do
- Track and review the quality
- Develop test plan as per SOP and allocate reviews to the analysts
- Monitor to ensure that the testing is being conducted as per plan
- Review the defects data across the account to review the account performance on quality parameters, identify the error trends
- Prepare reports for review for the internal leadership as well as client
- Identify the best practices and work with the delivery team to deploy for improvement
2. Drive training within the account to ensure process quality is maintained
- Conduct Root Cause Analysis of the errors to identify the training intervention to bridge the gap
- Conduct monthly trainings based on the error types identified in the defects
- Develop the training reports and share with the key stakeholders including the client twice a week.
3. Support the incoming new process
- For an existing client, support the any new process addition by ensuring online process training is conducted for the agents, agents have the necessary skill and access is granted to them on applications required
- For any new process outside the account, support the team in identifying the skill, availability of skill within DOP or avenues for upskilling the team to support the new process
4. Effective Team Management
- Resourcing
- Hire adequate and right resources for the team
- Talent Management
- Ensure adequate onboarding and training for the team members to enhance capability & effectiveness
- Build an internal talent pool and ensure their career progression within the organization
- Manage team attrition
- Drive diversity in leadership positions
- Performance Management
- Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
- Ensure that the Performance Nxt is followed for the entire team
- Employee Satisfaction and Engagement
- Lead and drive engagement initiatives for the team
- Track team satisfaction scores and identify initiatives to build engagement within the team
Display Lists the competencies required to perform this role effectively:
- • Functional Competencies/ Skill
- o Domain/Industry Knowledge - Awareness and knowledge of broad economic, demographic, technological and global trends in the ITES/BPO industry
- o Process Knowledge - Strong process understanding with a clear understanding of process quality parameters
- • Behavioral Competencies
- o Project Management Skills
- o Analytical Skills
- o Execution Excellence
- o Client centricity
- o Passion for results
- o Nurturing people
- o Stakeholder Management