quality analyst

  • Reduced testing effort by 80% through automation of test suite of market research web-based applications for Nielsen  
  • Received ‘On the Spot’ award for leading initiative of delivering automated test suite through SoapUI
  • Received Delivery Excellence Award from Nielsen and Star Team award from TCS: Optimized test cases using Orthogonal Array Testing Algorithm and implemented Risk Based Testing by coordinating with TCS QA Practice and helped other teams in its adoption
  • Train staff on call quality assurance

quality analyst

  • Ensuring that the company’s representatives are interacting with the customers in line with the existing policies and guidelines in accordance to the Client’s requirements. 
  • Initiating calibration with the Operations Team and Training Team.
  • Cascading new updates to the whole Operations Team
  • Maintain high quality of calls

quality analyst

  • Listen, Rate and Monitor quality of phone calls to ensure representatives are following the organization’s protocols.
  • Conduct calibration sessions that aims to align agents to the process and instruct better ways to further improve customer’s call experience.
  • Create analysis of comparison of previous and current department’s performance.
  • Directly communicate with supervisors to discuss strategies to improve aspects of call quality and agent morale.

senior quality analyst

  • Lead the Mobile Releases team that releases monthly App updates to the Customer. In my role as Test Lead, formulated the Test Approach and Automation Strategy to drive features faster.
  • Involved in delivering high value programs for the Bank such as MBNA migration from Bank of America, Open Banking, Google maps on Statements and Live person Chat feature on the Mobile App 
  • Spear headed and played a SME role for the Testing Mobile 3.0 project (App rebase), the new App received rave reviews for its quality
  • Interpreted and managed software Business requirements by identifying the use case required for the projects 
  • Leveraged the usage of Perfecto for running nightly functional and regression tests on various devices against stubs and environments 
  • Ensured that all aspects of Testing were covered including Accessibility and Compatibility
  • Transparency with communication between various stakeholders, ensured timely updates and reports are circulated to the Stakeholders to provide awareness of on-going project testing activities including QE’s planning

quality analyst

  • Listened to calls either recorded live or side-by-side while communicating feedback.
  • Encouraged good practices and discouraged bad ones.
  • Identified calls failing to meet predefined standards and identified the problem.
  • Understood the priority of the organization and evaluated call behaviors for regulatory compliance cross-selling and adherence to policy.  
  • Provided customer feedback and internal compliance feedback to management.

quality analyst

  • Reviewing, analyzing, and reporting on quality discrepancies related to the process
  • Investigating problems and developing disposition and corrective actions for recurring discrepancies
  • Identify best practice and propose ways of working which will help with reporting and data management
  • Pay attention to detail and ensure tasks are completed accurately and on time, constantly seeking to develop and improve performance
  • You highlight problems and make improvement suggestions, seeking practical ways to overcome barriers and remain calm under pressure with the team
  • Identify improvement opportunities and guide their implementation in cooperation with management, internal IT, and resources
  • Producing documentation to support the Quality Audit processes

sr. quality analyst

  • Analyze the Quality measures in the process flow. 
  • Monitor sales calls and Audit scores. 
  • Provide feedback sessions to the agents to ensure high levels of service and Customer satisfaction.
  • Provide objective assessments of calls

quality analyst

  • Track quality assurance metrics, like defect densities and open defect counts 
  • Creating pivots to project the quality metrics of the process on a timely basis.
  • Client(Microsoft) appreciation for handling pilot projects and delivering excellent quality.
  • Prepare and analyze internal and external quality reports.

quality analyst

  • Fraud Monitoring of the SBI credit card application as per KYC and Surrogate Norms
  • Customer Profile Monitoring as per Risk criteria
  • Catch the application fraud and suspected cases
  • Analyzing Fraud trends and increase the fraud catch Ratio

quality analyst

  • Tested incoming raw materials and in-house bulk solutions using HPLC, LC/MS, GC, NMR, and UV/Vis.
  • Selected for expertise to travel to Belgium to assist in start-up of pilot production facility by training new employees and installing instrumentation.  
  • Upload updates online(Internal website)
  • Handling escalations.

quality analyst

  • Responsible for testing and implementation of a Pharmacy Automation System
  • Worked on testing the API’s using Postman, Mobile Testing, Website Testing.
  • Responsible to writing scripts for Automation for the Website testing using Selenium.
  • Responsible for writing scripts for Automation for the Desktop application testing using UFT.
  • Responsible for writing complex queries to provide custom reports based on client’s requirements.
  • Involved in planning and execution of Regression Testing.
  • Worked closely with the BA team and Implementation team so as to understand the requirements of the client and freeze the same.

quality analyst

  • Give constructive feedback
  • Analyse call performance trends
  • Write inspection reports
  • Provide feedback on job performance
  • Present reports
  • Guarantee customer satisfaction
  • Report call errors

senior quality analyst

  • Auditing all types of call at 100%. 
  • Taking Quality sessions New Joining. 
  • Improving the Process and Quality.
  • Coordinate and facilitate call calibration sessions.
  • Participates in designs of call monitoring, quality standards, operations set up.
  • Identify, capture customer feedback & Inputs.
  •  Making sure that the Fatal errors are escalated to Management.

quality analyst

  • Analyzing the process quality on a regular basis.
  • Develop training strategies at the training and implementation stages to address business or industry requirements.
  • Document multiple error patterns, using  trackers, and report issues to operations team.
  • Identify, analyze, and document outliers through internal quality audit, output, or content.
  • Plan audit schedules or strategies in accordance with project scope or Quality thresholds
  • Develop or specify standards, methods, or procedures to determine process quality or release readiness.
  • Conducting training sessions and nesting phases to the  on boarded Trainees.

quality analyst

  •  Reviewing quality specifications and technical design documents to provide timely and meaningful feedback 
  •  Creating detailed, comprehensive and well-structured test plans and test cases 
  •  Estimating, prioritizing, planning and coordinating quality testing activities 
  •  Design, develop and execute automation scripts using open source tools 
  •  Identify, record, document thoroughly and track bugs 
  •  Perform thorough regression testing when bugs are resolved 
  •  Liaise with internal teams (e.g. developers and product managers) to identify system requirements 

quality analyst

  • Keeping a track of database & candidate’s & employees’ attendance 
  • Generating reports for late coming, overtime & absenteeism 
  • 1-year experience & working with the HR team (internship) with Sitel for end-to-end employee engagement activities. Managing interviews, background check, admin activities 
  • Publish daily reports to the management  and to the clients 

quality analyst

  • Observe and evaluate agents’ performance to determine progress and make suggestions for improvement.
  • Conduct talk, roadshow and demonstrations to teach principles, techniques, or methods in subjects such as basic English language skills, customer profiling skills, and workforce entry skills.
  • Instruct agents individually and in groups, using various methods such as lectures, discussions, and demonstrations.
  • Guide and coach agents with adjustment or work performance related issues
  • Review outliers, methods, and agents evaluations to assess strengths and weaknesses, and to develop recommendations for some revision, development, or elimination.

quality analyst (manual)

  • Served as the major QA for Kelly Educational Services project.
  • Created and executed test cases, test suites and test plans for sanity, functional and regression testing.
  • Tested the front-end for the Desktop website for the complete application.
  • Created and maintained a requirement document for all the end to end business flows.
  • Reviewed test cases written by other team members for ensuring maximum coverage of the application.
  • Took interviews for the position of Quality Analyst.

quality analyst / team coach

  • As Quality Analyst handling Voice, Web Chat & Email queues for monitoring/evaluations 
  • Responsible for evaluating Corporate Calls/Emails as required for Business purposes to meet the expectations from the Client 
  • Excellent in analytical skills and statistics in pointing the errors and monitoring the process 
  • Conducting preliminary interviews, screening the candidates, induction, training & development as a part of an internship in SITEL under Employee Relations HR 

quality analyst

  • Expert in giving KT’s to the team members for the projects that were done by me.
  • Expert in filing the BUG with detailed Information in it, Worked well on JIRA for filing the BUGs/Issues.
  • Used JENKINS for Automation suite runs, can schedule the CRON job in Jenkins for the automation suite runs at some particular time interval.
  • Excellent communication skills, self-starter & quick learner 

sr. quality analyst

  • Responsible for creating end to end scripts on selenium using java
  • Performing mobile automation using appium 
  • Automating the data base validation check
  • Hands on Experience on Knowledge sharing for the New joiners in the Organisation.

senior quality analyst

  • Having good knowledge on Selenium Automation
  • Worked on Integrating Slack with the Automation runs.
  • Responsible and Expert in setting up the Environment for Testing and Automation.
  • Efficient Knowledge on creating the Test plan on On-TestPad.

quality analyst

  • Manually monitoring and auditing the data processing on USA job portals.
  • Upload/Update adverts on the USA and Multilingual Sites as per process requirements.
  • Team coach for new resources.
  • Regularly intimated team members for new updates.
  • Making reports of the work progress of the process.
  • Handling Client Queries on e-mails.

quality analyst

  • Provide product and Process training to new hire agents
  • Maintain MIS for all the new hire batches 
  • Maintain MIS for all types of training held for agents and support staff
  • Conducting online Product knowledge tests for agents and support staff.
  • Conduct interview for new hire agents
  • Client interactions
  • Tracking performance of certified agents

quality analyst

  • Perform functional and technical test execution activities as per BTS engagement level in the project.
  • Produce test results/screenshots & upload to Test Director/Quality Centre
  • Partner with Development Manager in collaborating between engineers and QA 
  • Excellent Knowledge on Manual Testing.

quality analyst

  •  4 years of Customer Service in the BPO industry – joined ‘SITEL India Ltd’
  • 1-year experience of Quality Analyst (08 months on papers) – handling project – NPS (Net Promoter Score) 
  • Working for UK’s technology-driven company – trainline.com & other Train Operating Companies 
  • Learning Management Skills with respect to Customer Service & Client benchmarks 
  • Proficient in functional, acceptance (UAT), load/performance & performance testing 
  • Handling the floor as SME (Subject Matter Expert) to help Gradbay/OJT 
  • Excellent knowledge and working experience in with test planning, test execution results 

quality analyst

  • Worked with JMeter to test some RestAPI’s
  • Worked on Two major projects of Bluejeans as Full-Time employee (QuoteToCash/Billing and Marketo)
  • Has done automation Coding for Marketo and Billing testing using External APIs.
  • Good knowledge on Third Party Applications like Zuora, Marketo, and Panopto.

quality analyst

  • Expert in Testing and Automating the REST API’s.
  • Expert in Finding out the Possible Test Scenarios for the New Project/Feature or Services.
  • Expert in debugging, testing, and automating the test scenarios
  • Expert in Automating the JSON Responses on TestNG framework.
  • Follows Agile Methodology and regularly updates Team with Project and Work status.
  • Nominated as Primary Contact for Recording Service.
  • Have Basic knowledge on Load and resilience testing.

quality analyst

  • Creating and improving framework
  • Adding Automated TestCases to the Framework.
  • Backend and Frontend testing.
  • Integration Testing

quality analyst

  • Identify, analyze, and document problems with program function, output and content.
  • Review software documentation to ensure technical accuracy, compliance, completeness and to mitigate risks.
  • Install, maintain and use software testing programs.
  • Conduct software compatibility tests with programs, hardware, operating systems and network environments.
  • Perform initial debugging procedures by reviewing configuration files, logs and code pieces to determine breakdown source.