Quality Analyst

Milestone Technologies, Inc.; Ernakulam; Hybrid; INR 600,000 - 900,000; Full time

Job summary

Milestone Technologies, Inc. is seeking a detail-oriented Quality Analyst to support Salesforce-powered ITSM and Enterprise Service Management testing.

You will validate business requirements, perform end-to-end testing, identify defects, and ensure applications deliver expected outcomes. Collaboration with BAs, developers, architects, and product owners is essential to validate Salesforce, Agentforce, and ESM solutions.

Qualifications

• 3-5 years of Quality Assurance and Testing experience.
• Experience testing enterprise applications, Salesforce solutions, or ITSM platforms.
• Strong understanding of test planning, execution, and defect management.
• Experience creating test cases, test scenarios, and validation documentation.
• Knowledge of Agile and Scrum delivery methodologies.

Responsibilities

• Review business requirements, user stories, process flows, and acceptance criteria.
• Identify gaps, ambiguities, and inconsistencies before development begins.
• Validate delivered functionality against business requirements.
• Ensure quality standards are followed throughout the delivery lifecycle.
• Create and maintain test scenarios, test cases, test data, defect reports, and traceability matrices.
• Execute functional, integration, regression, end-to-end, and UAT testing support.

Skills

Quality Assurance

Testing

Agile/Scrum

Documentation

Communication

Job description

Company Overview

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

Our seasoned professionals deliver services based on Milestone's best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.

Job Overview

We are looking for a detail-oriented and analytical Quality Analyst to support the delivery of Salesforce-powered Conversational ITSM and Enterprise Service Management solutions.

This role is ideal for professionals who enjoy validating business requirements, testing end-to-end solutions, identifying defects, and ensuring applications deliver expected business outcomes. You will work closely with Business Analysts, Developers, Architects, and Product Owners to validate innovative Salesforce, Agentforce, and enterprise service management solutions.

Key Responsibilities

Quality Assurance & Validation

• Review business requirements, user stories, process flows, and acceptance criteria.
• Identify gaps, ambiguities, and inconsistencies before development begins.
• Validate delivered functionality against business requirements.
• Ensure quality standards are followed throughout the delivery lifecycle.

Test Planning & Execution

• Create and maintain:
  • Test Scenarios
  • Test Cases
  • Test Data
  • Defect Reports
  • Traceability Matrices
• Execute:
  • Functional Testing
  • Integration Testing
  • Regression Testing
  • End-to-End Testing
  • User Acceptance Testing Support
• Document testing results and provide quality reports.

Salesforce & ITSM Testing

• Validate solutions developed on:
  • Salesforce Service Cloud
  • Experience Cloud
  • Agentforce
  • Enterprise Service Management Platforms
• Test business processes including:
  • Incident Management
  • Service Request Management
  • Knowledge Management
  • Change Management
  • CMDB
  • IT Asset Management
  • Employee Services
• Verify conversational and AI-enabled workflows.

Integration Testing

• Validate integrations between Salesforce and enterprise applications.
• Test APIs, middleware integrations, workflows, and data synchronization processes.
• Ensure data consistency and business process continuity across systems.

UAT & Stakeholder Support

• Support User Acceptance Testing activities.
• Assist in defect triage sessions.
• Participate in sprint reviews and solution demonstrations.
• Work with stakeholders to validate business readiness and acceptance.

Continuous Improvement

• Identify opportunities to improve testing effectiveness and efficiency.
• Support automation initiatives and quality engineering practices.
• Contribute to a culture of quality and continuous improvement.

Required Qualifications

Must Have

• 3-5 years of Quality Assurance and Testing experience.
• Experience testing enterprise applications, Salesforce solutions, or ITSM platforms.
• Strong understanding of test planning, execution, and defect management.
• Experience creating test cases, test scenarios, and validation documentation.
• Knowledge of Agile and Scrum delivery methodologies.
• Strong analytical, documentation, and communication skills.

Preferred Qualifications

• Exposure to Salesforce Service Cloud or Experience Cloud.
• Experience testing Enterprise Service Management or ITSM solutions.
• Familiarity with CMDB and IT Asset Management processes.
• Knowledge of API and integration testing.
• ISTQB or equivalent testing certification.

Added Advantage

• Exposure to Agentforce or Conversational AI solutions.
• Experience validating AI-powered workflows.
• Knowledge of test automation tools and frameworks.
• ITIL Foundation Certification.

What We Are Looking For

We are looking for professionals who:

• Have a strong attention to detail and quality mindset.
• Enjoy validating business processes and technology solutions.
• Can collaborate effectively with business and technical teams.
• Take ownership of testing outcomes and customer satisfaction.
• Are passionate about Salesforce, Enterprise Service Management, and AI-driven service experiences.
• Thrive in collaborative and fast-paced environments.

Why Join Us?

• Be part of strategic Salesforce transformation programs focused on Conversational ITSM and Enterprise Service Management.
• Gain exposure to Agentforce, AI-powered service experiences, MuleSoft integrations, and Salesforce technologies.
• Work alongside experienced Business Analysts, Architects, Developers, and Quality Leaders.
• Build expertise in Salesforce testing, ITSM processes, CMDB, and IT Asset Management platforms.
• Accelerate your career through continuous learning, innovation, and certification opportunities.
• Join a growing organization committed to delivery excellence and customer success.
• Enjoy a flexible hybrid work model across Kochi, Bangalore, and Hyderabad.

Join Us

If you are a passionate Quality Analyst who believes quality is about delivering business value and exceptional customer experiences, we would love to hear from you. Join us and help build the future of AI-powered Enterprise Service Management and Conversational Salesforce platforms , ensuring every solution is reliable, scalable, and aligned with customer expectations.

Compensation

Estimated Pay Range:

Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.

Our Commitment to Diversity & Inclusion

At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success.

Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees.

We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.