Customer Service Quality Assurance
Resume:
QA Tester (mountain view)
see below
Saida Salamova
Mountain View, CA 94040
Cell: 650-***-****
Email: *******@*****.***
SOFTWARE QA TESTER
PROFESSIONAL SUMMARY:
SQA specialist experienced in all levels of manual software testing activities. Hands-on experience in black box testing of web-based, client-server, standalone software applications and mobile applications
Possess solid understanding and working knowledge of SDLC/STLC, GUI guidelines, Agile/SCRUM, Waterfall. Well versed with software testing tools, techniques and best practices.
Perform functional, regression, integration, smoke, cross browser/cross platform compatibility, ad-hoc, exploratory, GUI, usability, acceptance, API, localization etc. types of testing
Internationalization (i18n) and localization (I10n) experience
Analyze technical documentation for inconsistencies, incomplete, and/or contradictory requirements and write solid test documentation - test cases, test matrices, check lists, and other test documentation as required
Write easy-to-follow bug reports utilizing various bug tracking software applications and monitor their status until satisfactory resolution
Background in Customer Support / Technical Support. Familiar with CRM, IVR, CTI, VR, FAQ, AVAYA, Six Sigma
TECHNICAL SKILLS:
Platforms: Windows 7/Vista/XP, MAC OS, iPhone OS, Android OS
Bug Tracking: Jira, Bugzilla, Elementool
Browsers: Mozilla Firefox, Chrome, Safari, Internet Explorer, Opera
Applications: MS Office (Word, Excel, PowerPoint, Outlook
Other SQL, CITRIX, VMWare, AVAYA, Oracle CRM, NICE VR
WORK EXPERIENCE:
01/12 -- present Software QA Tester, CourseSmart, San Mateo, CA
Test proprietary web application which allows university students to purchase eTextBooks and digital course materials. The application allows instructors to browse books, compare them by content, and offer them to students.
Studied requirement documentation written for new features to be implemented
Create test scenarios with specific test data needed for reproducing of different testing types
Write test plans and test cases on the base of requirement documentation
Perform functional, regression, smoke, cross browser/cross platform compatibility, ad-hoc, exploratory,GUI, usability, acceptance, API, etc. types of testing
Tests performed on Windows, Mac OS, Chrome book and using virtualization
Review existing (opened/closed) bugs/enhancements in Jira
Discuss open issues of requirement document during a walk through meetings with QA team, Product Manager and Release Manager
Discuss test cases within a QA team and update them based on the feedback from QA team members
Participate on every day triage meetings for discussion of submitted bugs
Perform regression testing after each code drop on the areas around the fixed bugs and final regression testing after last code drop
Daily monitoring of Jira for resolved/fixed issues
Perform cross platform and cross browser testing
Emulate users actions and verify results by MySQL queries
Utilize multiple tools such as FC capture, VLC media, etc.
Perform smoke testing after official certification of release
Took part on MRT/SLS meetings related to new features of company products
02/00 -- 09/11 QA Analyst / Technical Support, Azercell Telecom LLC, Baku, Azerbaijan
Set Customer Complaints and Requests Handling concept and KPIs
Wrote business requirements document for in-house developed Customer Complaints and Requests handling software (currently this software is used by all TeliaSonera group of companies)
Implemented IVR system on Customer Care lines. Created solid infrastructure of IVR, which consists of branches: static, dynamic branches and direct apply to Customer Service agents with routing of calls to the related Service Center group.
Set CTI concept and manage integration of CTI with other Contact Center applications
Oversaw the implementation of organizational policies and procedures; made recommendations for process improvements, ensuring workflow efficiencies, customer service excellence, and quality assurance
Tested web based, client-server, standalone software applications as well as mobile applications
i18n and l10n experience on different projects (Turkish, Russian, English, Azeri)
Developed and implemented new in house programs with IT department (CR FAQ, FAQ via SMS, CRM tool, WFM tool etc.)
Optimized TMRT (Telemarketing) related processes and increased effectiveness of Telesales/Services usage
Created and implemented processes for tracking employee adherence to schedules
Measured Call Center performance & implemented streamlined operations
Reviewed call center statistics to measure staff performance
Fully upgraded the Call Center system and implemented an AVAYA system
Ensured quality system documents were in compliance with ISO 9001 standards
Disclosed discrepancies with ISO standards in department procedures and instructions
Maintained and improved the company's internal FAQ system
Familiar with CRM (Oracle), CTI (Oracle), VR (NICE technologies), thin clients (CITRIX), CMS (AVAYA)
EDUCATION & TRAINING:
2012 - Foothill College -- Associate's degree, Computer Science
2011 - 2012 Los Altos Testing House
2005 - 2007 Economics, Associate's degree, Azerbaijan State Economic University
1992 - 1997 Stomatology, Master's degree, Azerbaijan State Medical University
Certification:
2005 "ISO 9001:2000 Quality Management Systems Internal Auditor", Baku, Azerbaijan
REFERENCES AVAILABLE UPON REQUEST
Contact this candidate