Quality Control Customer Service

*** ******** *****, **. ********, IL. *****

Cell 847-***-****

*******@*****.***

Laleh Amiran

Senior Quality Control Analyst

Dependable, detail-oriented business professional with proven ability to

communicate effectively with end users and translate business needs into

technical requirements. Commitment to quality and solution-oriented

customer service, both internal and external. Continuous learner with

strong analytical and leadership skills. Recipient of numerous awards for

excellence in quality and achievements and designated HP Test Director

Quality Center Admin (TDQC Admin). CMM Level 2.0 certified.

Areas of expertise include:

Project Management Software Testing Life Cycle

Test Planning / Test Scripting Requirements Evaluation /

Development

Waterfall & Agile Methodologies Train / Mentor

Work Experience

Capital Kim, The Woodlands, TX 2009 -

2010

Quality Control / Contractor

Allstate Insurance Company, Northbrook, IL 2001 - 2008

Quality Control Analyst (Professional) - Call Center Technology

Responsible for reviewing and evaluating requirements, developing Test

Approach Plans and Test Scenarios. Executed Test Scripts and conducted

inspections for all key projects. Performed automated regression testing

using QTP. Responsible for estimating the testing efforts for various

projects.

. Selected as Lead QC Analyst as a result of demonstrated ability to

manage multiple complex projects simultaneously, and track record for

excellent communications with all team members. Received outstanding

performance reviews as well as compliments from customers.

. Held meetings and conference calls with the business and development

team to understand the business requirements.

. Developed Test Strategy and Test Plan documents for every project

involved by using the Business and Functional requirement documents and

following the SDLC methodologies. Also identified gaps in the

requirements.

. Performed all testing activities from initial test planning through

final system test execution. Also performed Regression, system,

database, end to end and User Acceptance testing.

. Recognized as Subject Matter Expert and "go-to" person in testing

various Call Center Technology Web Applications such as PMR, GOALS and

AIMCall.

. Successfully tested voice technology-based applications such as

Automated Password Reset System (APRS), Self-service Fulfillment and

Conversational Routing (Country Wide) which

Laleh Amiran Page 2

resulted in receiving numerous appreciation awards from team leader,

managers and area leader.

. Used SQL queries to make sure that the data is inserted properly in the

right tables for which the data was entered from front-end screens.

. Used HP Test Director Quality Center 8.2 to create detailed test cases,

manage and report defects.

. Provided and implemented suggestions to managers in improving the

testing methodology.

. Chosen to coordinate training and testing efforts for the offshore

testing team (NTNI) in Northern Ireland.

. Facilitated various training sessions; made presentations in various

topics for team training.

District 54, Hoffman Estates/Schaumburg, IL 1993 -

2001

Substitute teacher

Taught various elementary, middle and high school subjects

Kemper Insurance Company, Long Grove, IL 1990 - 1993

Developer/Contractor

Created and maintained mainframe COBOL Programs

Education

BS degree in Computer Science, Northeastern University, Chicago, IL

Earned Graduate level courses toward MBA degree

Technical Summary

Operating Systems: Windows NT, Windows 2000, Windows XP,Vista, Windows 7,

OS390

Programming Languages: Cobol, TSO/ISPF, SDSF and JCL

PC-based Software: Microsoft Office Suite (Word, Excel, Access,

Visio, and PowerPoint), Visual Safe Source

Internet-related Software: Internet Explorer; Netscape Navigator, Mozilla

Firefox

Automation Tool/Software: Mercury Test Director Quality Center, QTP

Application Knowledge

. Voice Technology-based applications

. Express Offices Technology

. APRS (Automated Password Reset System) for Employees

. Property Services

. RIO TeamSite

. RIO Search

. AIMCall Call center Metrics tool

. Global Online Assessment Level System (GOALS)

. PMR (Performance Management Reporting) tool

. Business Objects Reports

. Geotel Reports

. Compass

. Cisco reports

. IVR Reports

. MAI Reports

. SCORE (Call Center Intranet Online Reference Site)

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