Business Analyst

Job Description: Salesforce Analyst

Position: Salesforce Manager

Rate: £440/day (max)

Location: London (Hybrid – 2–3 days onsite per week)

Role Purpose

The Salesforce Manager will ensure compliance and quality across processes within the account. This role involves overseeing testing, driving training initiatives, supporting new process integration, and managing team performance to maintain high standards of delivery and client satisfaction.

Key Responsibilities

Quality Tracking & Review

• Develop test plans as per SOP and allocate reviews to analysts.
• Monitor testing activities to ensure adherence to plans.
• Strong knowledge of SOQL and AccelQ is mandatory.
• Review defect data across the account to identify error trends and assess performance against quality parameters.
• Prepare detailed reports for internal leadership and clients.
• Identify and deploy best practices to improve delivery quality.

Training & Process Quality

• Conduct Root Cause Analysis of errors to design targeted training interventions.
• Deliver monthly training sessions based on identified defect types.
• Prepare and share training reports with stakeholders and clients twice weekly.

Support for New Processes

• For existing clients: ensure agents receive online process training, skills, and application access.
• For new processes: assess skill availability within the team and identify upskilling opportunities to support delivery.

Team Management

• Resourcing: Hire adequate and skilled resources for the team.
• Talent Management: Onboard and train team members to enhance capability and effectiveness.
• Build an internal talent pool and support career progression.
• Manage team attrition and drive diversity in leadership positions.
• Performance Management: Set goals, conduct reviews, and provide constructive feedback. Ensure adherence to Performance Nxt across the team.