Customer Service Quality Assurance

Location:

Piscataway, NJ

Posted:

August 20, 2025

Contact this candidate

Resume:

Diana Sharma

Email: **************@*****.***

Phone: 001 732-***-****

SUMMARY

9+ years of experience in system analysis, design, development, business analyst, quality assurance and automation of testing using SQA Robot and other testing tools in a client server based applications. Well versed with unit testing, system testing, Black Box and White Box testing. Specific skills: 1. Business Requirement Analysis

2. Formulation of test plan

3. System Testing

4. Relationship Management with Transmitters, Vendors, etc. 5. Automation of GUI Testing

6. Source Code

7. Migration

8. Use Cases

9. RUP

10. UML

COMPUTER SKILLS:

Operating Systems: MS-DOS, Windows 95, Windows 98, Windows 2000, Windows 2000 Professional, Windows 2003, Windows NT, Windows XP, Solaris, Microsoft 7, Windows 10

Languages: SQA Basic, VB Script, SQL and PL/SQL, TSL, HTML, Perl, CGI, Java Script, C++, COBOL, VB, Net, ASP.Net, Core Java Databases: Oracle 8i, MS Access, and SQL 6.5

Testing Tools: SQA Manager, SQA Robot, Win runner, Test Director, Load Runner, E- test, QTP, Quality Centre, Trade Test, Rational Requisite Pro, UFT, Selenium

Software: MS Word, Excel, PowerPoint, Visio

GUI: Visual Basic 6.0, Developer 2000, Power Builder Web Tools: ASP, InterDev, COM, FrontPage.

Web Servers: IIS 6.0, Web Services, WebLogic, WebSphere, Apache Web Server, Java Webserver.

Mainframe: MVS, DB2, OS/390, TSO, ISPF, JCL, DB2, SPUFI Other: Visual Studio 05 08, Excel Win32AP

EXPERIENCE:

April 2013 – Present (The Lemon Group International Ltd) Lead BA/QA

Environment: Windows XP, Microsoft Suite 2010, Visio, UNIX Testing Tools: Quality Centre

BA/QA testing group for financial venture capitalists, Liaise between business, marketing and client stakeholders.

Responsibilities:

• Worked on all phases of testing in the full SDLC

• Conducted manual and automated testing

• Interviewed client stakeholders

• In house and on site testing for various financial institutions

• Created functional requirements documents

• Created BRDs

• Created test scripts and test cases

• Managed offshore teams

• Pivot tables/charts

• Power point presentations to C level executives

• UAT testing and sign off

• QA entry/exit criteria

• Test plan creation

• Adherence to Quality standards

• Ensured delivery of Quality code

• Agile and scrum methodology

• Adherence and implementation of full SDLC

• Change control

• Metrics reporting and tracking

• Process improvements and strategy

• Project scope, schedule and cost

• Brought on board from inception to full completion of project

• Led team of 8 testers

• Involved in creation of use cases

• Created training material

November 2012 – April 2013 (The Related)

Lead BA/QA

Environment: Windows XP, Microsoft Suite 2010, Visio, UNIX Testing Tools: Quality Centre

BA/QA testing group for Real Estate Company. Liaise between sales, marketing and client stakeholders.

Responsibilities:

• Supported multiple small – mid-size production changes simultaneously and ensured end to end delivery.

• Maintained and managed the overall plan of activities, document and coordinated work across all participating organizations including 3rd party vendor activities.

• Responsible for working with both internal and external development teams to facilitate code delivery to the standard FTP site.

• Worked with the internal development and operations teams to coordinate the promotion of code from the FTP site to the test, stage and production environments.

• Coordinated Quality Assurance (QA) and User Acceptance Testing (UAT) for all production releases and ensured quality code is released.

• Ensured all of the appropriate and quality documentation is delivered by each team.

• Communicated the status of each stage of the release to the appropriate parties.

• Assisted with the assessment and tracking of defects assigned for each release.

• Accurately tracked and report work time across projects to manage the overall budget and ensure accurate financial reporting.

• Excellent communicator across all project teams

• Used Software Development Lifecycle experience with the supplementary ability to assist in defining standards and adherence to those standards

• Used MS Office and Share

• Documented and tracked new production requests received from the Marketing and Sales teams

• Coordinated Work Orders and ensured the appropriate level of project approval obtained prior to initiating any work efforts.

• Identified and documented change to project scope, schedule and cost

• Identified and documented issues and risk management functions

• Performed Quality Management functions and assisted in Integration and Quality Assurance Testing

• Tracked defects discovered during Quality Assurance testing and worked with the Development Lead(s) to identify fix and obtain closure to any open issues prior to production launch.

• Managed the day-to-day operational aspects of the project.

• Prepared for engagement reviews and quality assurance procedures.

• Ensured project documents were complete, current, and stored appropriately on Share point

• Communicated the final production release to all stakeholders and formally closed out the project work

• Coordinated and tracked Lessons Learned and communicated them with the team.

• Managed the Web Trends account access requests

April 2012 – December 2012(JP Morgan Chase- Treasury Services) AVP BA/QA Analyst

Environment: Windows XP, Microsoft Suite 2010, Oracle 11g, Visio Testing Tools: Quality Centre 10.0, Jira

UAT testing group for Treasury Services is involved with financial reporting, Metrics, release management and management of offshore and onshore teams. Responsibilities:

• Metrics reporting

• BPT scripts creation Reports

• Audit Reports

• First Pass Analysis Report

• Overtime Tracker/Trending Reports

• Macros and excel

• Pivot tables/charts

• Downtime Tracker/Variance Tracker

• Process Improvements

• Stronger governance through metrics

• Track KPI’s to ensure the QCOE is operating efficiently

• Identify/Gather and Report on metrics to increase overall quality

• Forecasting

• Track consistent productivity measures

• Adherence to Quality centre standards

• Provide tools and training

• Partner with firm-wide Chief Quality Officer, Internal QA and Project teams

• Root cause analysis and impact assessment

• QA Entry/Exit criteria and Code quality

• End to End testing strategy and establishing checkpoints

• Agile and Waterfall approach

• Enterprise release coordination and Management

• Release level defect management and coordination with QA, PM, Dev and all partner teams

• Documentation

• Org chart creation and headcount files

• Presentations to senior level management

Sept 2009 – Mar 2012 (HSBC Financial Services Inc.) Senior Business Analyst /Quality Assurance Analyst Environment: MVS, OS/390, CICS, ISPF, DB2, TSO, JCL, JES, SPUFI, Windows XP, Web Sphere Application Server, IIS, UNIX, Power Builder, Sybase. Testing Tools: Quality Centre 8.2/Test Director 7.6/8.0, Load Runner, QTP HSBC Taxpayer Financial Services Inc. is one of the largest services of tax-related financial products in the U.S. The Refund Lending group of HSBC provides funding loans to H & R Block, Jackson Hewitt, Orrtax and other business partners. The Business Partners offer loans, like HELP, IMAL, RAL, IRAL and RAC to customers based on their Tax Returns for the upcoming year.

Responsibilities

• Reviewed all Incoming and Outgoing Record Layouts and created detailed test cases

• Organized and conducted test strategy and test results meetings with multiple transmitters

• Streamlined Testing Processes and Test Strategies for the internal QA Team to follow.

• Created and executed Test Scenarios for various Tax-Related financial products like Refund Anticipation Loan

(RAL), Holiday Refund Anticipation Loan (HRAL), etc. This included creating various clean and exception paths for these products.

• Performed various Functional and Regression Tests for new and existing products offered by different Business Partners.

• Developed and Updated File-Aid Procedure documents for Mainframe Testing.

• Wrote JCL and used SPUFI, TSO and ISPF to execute test jobs under MVS mainframe, verified and posted results in reporting database.

• Wrote and executed queries to run against Mainframe database for data verification.

• Assisted QA Manager in creating Master Test Plan and Designing Testing procedures for QA Team.

• Prepared Test Coverage and Test Responsibility Matrices.

• Conducted Data Transmission and Record Verification Tests for Data Transmissions between Lloyds and its Transmitters (Business Partners).

• Extensively used Quality Centre/Test Director as a Repository for all Test Plans and Requirements and Defect Tracking Tool.

• Trained QA team and Business Users in Quality Centre/Test Director.

• Designed and documented Functional Requirements Documents.

• Performed data migration of production information to QA/Development environment.

• Wrote and executed Test Plans for Web Applications and Online Applications used by the Business Partners.

• Performed Performance and Stress testing using Load Runner.

• Actively involved in designing User Requirements Specifications and performing User Acceptance Testing for Business Facing Team, by interacting with Users and Business Analysts.

• Developed and performed Production Validation Tests for Product Releases and daily and year end Operations, like Financial Report Generation and Reconciliation.

• Basel Reports and Testing

• Back end testing involving complex multi table joins and sub queries

• Ability to create packages, triggers, functions and cursors

• Managing offshore teams

• Waterfall methodology observed

• Requirements gathering

• RUP

• Use cases

• Creation of functional specifications

• Meeting with stakeholders

• Creation of business rules

• Liaison between the business group and the technical departments Jan 2008 – July 2009 (New York Stock Exchange) Euronext Senior BA/QA Analyst

Environment: UNIX, C++, C#, NET, Excel, VBA, XML, SQL Testing Tools: Mercury Interactive Tools, Trade Test NYSE is one of the leading global providers of data and analytic news. Providing real time and archived financial data and trading news in multiple forms to professionals and individuals around the world. Responsibilities:

• Knowledge of equities and options markets

• Testing of complex orders

• Testing of futures, options

• Testing of fixed income products and derivatives

• Worked on multiple builds and releases simultaneously

• Worked on foreign exchange markets and closely with the London exchange and the London team

• Developed a portal to help US clients trade on the European exchanges

• Prototyping and formulation of business rules

• User acceptance testing

• Analysis and formulation of client needs

• Strong financial market experience

• Strong understanding of QA methodology and project management

• Disaster Recovery and contingency

• Creative and flexible with excellent inter personal and communication skills

• Ability to successfully execute tests against new system enhancements and create manual and automated regression test scripts that were run weekly.

• Heavy research and interaction with Business and developers in design Process. Tools were Windows Based but interacting with Unix/C+/C application. XML Mapping Tools were implemented for communication between both platforms.

• Fix protocol and working with Fix tags

• Creation of templates utilising Fix tags

• Manual and automation of Fix tags using tools and templates

• Worked specifically with equities and derivatives

• Testing of C++ applications

• Usage of shell scripting for repetitive tasks and for testing functionality.

• Worked with LIFFE and the European exchanges

• Managing offshore teams

• Waterfall methodology observed.

• Requirements gathering

• RUP

• Meeting with stakeholders

• UAT

• Use cases

• UML

• Creation of functional specifications

• Creation of business rules

Sept 2004 – Dec 2007 (HSBC)

Senior BA/QA Analyst

Environment: MVS, OS/390, CICS, ISPF, DB2, TSO, JCL, JES, SPUFI, Windows XP, Web Sphere Application Server, IIS, UNIX, Power Builder, Sybase. Testing Tools: Quality Centre 8.2/Test Director 7.6/8.0, Load Runner, QTP HSBC Taxpayer Financial Services Inc. is one of the largest services of tax-related financial products in the U.S. The Refund Lending group of HSBC provides funding loans to H & R Block, Jackson Hewitt, Orrtax and other business partners. The Business Partners offer loans, like HELP, IMAL, RAL, IRAL and RAC to customers based on their Tax Returns for the upcoming year.

Responsibilities

• Streamlined Testing Processes and Test Strategies for the QA Team to follow.

• Created and executed Test Scenarios for various Tax-Related financial products like Refund Anticipation Loan

(RAL), Holiday Refund Anticipation Loan (HRAL), etc.