QA Specialist with 20 Years Experience in Toronto

Priya Sharma

Objective:

Seeking a management position within the organization where I can utilize my strong Software Quality Assurance skills combined with exceptional organizational and Management skills as well as my varied IT technical background skills.

Summary:

Over 16 years of experience in Software development, Quality Assurance – Inspections, risk management, requirements reviews, software metrics, quality and test plans, test designs and cases, Software releases, ETL Testing, Security testing change control, configuration management, establishing and operating QA/UAT teams. Manage end-to-end test cycles involving Central 1, FIs, Banking Hosts, and Interac.

Ability to work under pressure and to strict deadlines

Call Recording Management Oversee the configuration, maintenance, and monitoring of call recording systems within the CCaaS platform. Ensure compliance with legal, regulatory, and organizational requirements related to call recording and data retention. Troubleshoot and resolve issues related to call capture, storage, and retrieval

Creating and maintaining the test schedule, project and resource plans, including estimates on future project development and resource planning and management. Tracking and reporting on testing progress against schedule and adjust task assignments to compensate for variances.

Quality Monitoring Develop and execute quality monitoring programs to evaluate agent performance and customer interactions. Conduct regular audits of recorded calls, providing actionable feedback to supervisors and agents. Collaborate with training and operations teams to address performance gaps and reinforce best practices.

Speech Analytics Implement and manage speech analytics tools to extract insights from customer conversations. Design and maintain keyword libraries, scorecards, and reporting dashboards. Analyze trends, root causes, and customer sentiment to inform process improvements and strategic initiatives

Monitoring results of other quality assurance team members and providing feedback on individual performance on an ongoing basis. Consulting and providing direction for other project teams in terms of test strategy and approach.

Reporting & Insights Generate and present regular reports on quality metrics, compliance, and key findings from speech analytics. Identify opportunities for service improvement and risk mitigation based on data-driven insights. Support business units with ad-hoc analysis and recommendations.

Collaborating with internal/external IT teams across geographies, vendor partners and project management to ensure open communication and quality/timely deliverables

Researching and implementing new or improved testing/quality assurance methods, processes, and tools, customizing methods to suit the needs of each project within the program.

Continuous Improvement Stay current with industry trends and emerging technologies in call recording, quality monitoring, and speech analytics. Lead or participate in projects to enhance platform capabilities and operational effectiveness. Ensure all solutions are scalable, secure, and aligned with business objectives.

Interfacing with project managers, business systems analysts and systems developers to ensure quality assurance needs are met, to influence their workflows to strengthen quality assurance processes, and to act as a communication liaison across multiple projects/entities to optimize communication channels and successfully resolve quality issues.

Training, mentoring and/or directing quality assurance analysts on industry best practices pertaining to quality assurance, including vendor course and training evaluations.

Technical Skills:

Productivity Tools : Project 365, PowerPoint, Jira, Confluence

Platforms : TSYS, Cloud, Linux/Unix, Windows Servers, .net.

QA Tools : Loadrunner, Winrunner, Quick Test Pro, Mercury Quality Centre.

Performance Test : Network, Applications, HPQC

Application : BASEL (Banks), Mobile Applications (Android, iOS).

Development: Java, .net

Databases/ERP/CRM : Oracle Server/MS-SQL Server/Oracle ERP (People Soft), ASPICE Configuration Management.

Work Experience:

QA Consultant (Program Manager) – IGM Financials, Toronto Feb 2024 - Present

Transfer Modernization Project:

Responsibilities:

Gathered requirements from business to pass on to testers so they can understand high level what the scope is.

Responsible for overall UI testing, legacy mainframe testing, COBOL testing and UAT testing for various releases.

Have overseen Scheduling, monitoring, managing, coordination with developers, ensured tester meeting requirement needs.

Coordinated meetings with developers and testers - high level coordination and gathered requirements to pass onto testers.

Ensured the allocated resources on the team can complete the work, what their progress is, and escalated any issues to Sr. manager.

Held daily UAT status calls with the onshore and offshore resources for defect management, ensured JIRA and Confluence were upto date and provided aging status, weekly testing report and the risks associated to the Senior Management.

Worked very closely with CGI (vendors)to do mapping between their Jira and IGM Jira., organized workshops for mid tier testing like FD WEB and XIUMM in order to educate the QM resources to write test scenarios. Reviewed and worked closely with the business to get their inputs.

Translate business requirements into technical designs, ensuring scalability, reliability, and alignment with organizational goals.

Develop and execute test plans, coordinate user acceptance testing (UAT), and ensure solutions meet quality standards before launch.

QA Consultant – Tech Mahindra, Toronto Jan 2021 - Feb 2024

Client: Nissan Group Canada Jan 1 2023 – Feb 2024)

Responsibilities:

Review requirements, Lead testing activities for Plug and Charge project for Nissan. .

Ownership of Test artifacts as per Tech M testing standards like Test Guide, Test Plan, Test execution plan and defect reports.

Lead the offshore team in creating test scenarios /test cases based on user stories and Apis for every Sprint, conduct peer reviews and final reviews with product owner.

Lead/Perform both manual/automation UI and API/SOAP testing using tools like Postman and CLOUD (AWS)

Lead/Perform both performance testing using tools like JMETER and Mobile

Testing IOS and Android.

Attend daily status calls, Internal testing alignment call, conduct defect triage calls with developers, business and product owners.

Take ownership, discuss defect priority in relevant defect calls and coordinate with BA, Development, and Project Manager to ensure appropriate resolution for Agile methodologies.

Manage offshore and onshore resources.

QA Consultant – Tech Mahindra Toronto Jan 2021 – Dec 2022 Scotia Bank

Responsibilities:

Review requirements, Manage releases for IFAST and CBASE with Capital markets.

Managing projects on BBSL Phase2, Loan iq, Encore and NCINO in AGILE methodologies.

Actively work with Release Managers, PMs and BAs to understand the requirements for each test environment and ensure target dates for all test executions are met.

Ownership of Test Environment Management. Ensure environment readiness before start of test script execution. Coordinate with relevant teams to resolve any environment issue well ahead of execution.

Take ownership, engage in defect priority discussions during relevant defect calls, and collaborate with Business Analysts, Development teams, and Project Managers to ensure the appropriate resolution aligns with project requirements

Serve as a point of escalation for technical issues, providing advanced troubleshooting and root cause analysis.

Performance Monitoring: Support performance related potential issues.

Continuous Improvement: Recommend and implement enhancements to improve system efficiency, reliability, and user experience.

Documentation: Maintain comprehensive documentation for configurations, integrations, troubleshooting guides, and standard operating procedures.

Manage offshore and onshore resources.

QA Consultant - Tata Consultancy Services Toronto Jul 2016 – Nov 2020

Client: RBC Toronto. (Sept 2019 – Nov 2020)

QA Site Test Manager for the TLM project with Capital Markets.

Responsibilities:

Introduced a new process within the team and worked on continuous improvement based on requirements for QA and UAT.

Reviewed requirements, the Test Strategy document with the QA team, UAT team, Project Manager and business and large programs involving test environments, data mapping and data flow validation and received approval and signoff.

Design test scenarios, create test cases and test scripts – positive as well as negative - to support the different scenarios

Ensure full test coverage of the PBIs assigned to the analyst.

Lead the testing activities for execution of 320 TLM reports and have been involved in test execution and performed end to end test execution based on Central 1, FIs, Banking Hosts, and Interac.

Have maintained the traceability matrix for the TLM report project reports to ensure that the universe changes have not affected the reports.

Work closely with business units, IT, and operations to understand needs, communicate technical concepts, and deliver solutions.

Develop and deliver training materials, workshops, and knowledge transfer sessions for end-users and support staff.

Reviewed test results with the business and QA team and received approval and sign off.

Provided Data migration testing best practices for TSYS platform data mapping activities.

Coordinate with CCaaS vendors and third-party providers for solution delivery, support, and roadmap alignment.

Perform manual automation UI and API testing and Mobile testing (IOS and Android).

Conduct and participate in QA/ UAT and defect tracking meetings. Highlight issues and defects identified during test execution to QA/UAT Lead and other stakeholders.

Support change management initiatives, ensuring smooth adoption of new features and processes.

Managed IFAST expert level with CBase and Desktop version.Managed RIF, RSP, RESP and TFSA account rules and processing and Experience with year-end tax reporting and tax slip generation: T3, T5, T5008, T4RSP, T4RIF, T4A and contribution receipt.

QA Consultant – Tata Consultancy Services Aug 2018 – Sept 2019

Client CIBC Toronto

Responsibilities:

As QA/UAT Test Manager lead Agile projects, creating, leading and managing the applications, attending daily standup calls, creating test scenarios, test cases, based on the user stories.with Capital markets

Maintained a central repository for all the test environments with updated versions and connectivity details. Created new environments with the help of devops based on changing requirements. Maintain environments and investigate issues and manage defect triage

Lead daily defect calls and perform defect triage and resolution with proper coordination with the QA team, development and business. Host bug triage sessions with all stakeholders (internal and external) to ensure delivery of high-quality products/services based on already defined quality gating principles

Perform Gap analysis based on the business requirements and create use case scenarios

Provided guidance on activities for creating Test artifacts for ETL and data warehousing env and defect management.

Worked on RIF, RSP, RESP and TFSA account rules and processing and Experience with year-end tax reporting and tax slip generation: T3, T5, T5008, T4RSP, T4RIF, T4A and contribution receipt.

Involved in Test data creating and test data management through VTS, which includes seeding test data based on the test data, manually and through VTS automated UFT scripts.

Performed end-to-end ETL testing and Mobile testing (IOS and Android).

Performed data reconciliation through TSYS application.

Have also worked on many scenarios including GL accounting, Card authorization, Card Maintenance, options, etc.

Participate in risk assessments, audits, and remediation activities related to contact center technologies.

Ensure all platform configurations and integrations comply with organizational security, privacy, and regulatory requirements.

Manage user access, permissions, and authentication mechanisms in line with best practices.

Have been a point of contact of managing test data for releases and Pega upgrade, for onshore and offshore test resources.

Application: Financial Model, JIRA, HP ALM, TSYS, QTP, Selenium, Java, Cucumber (preferred), KYC/AML

Application: CRS (Claims Resolution), JIRA, KYC/HP ALM, VTS, Automation Testing using XML/JSON

QA Consultant – Tata Consultancy Services Toronto Oct 2017 – July 2018

Client : Ontario Teacher's Pension Plan

Responsibilities:

Managed the Findur upgrade application v16 from v10 in different environments.

Managed Test Approach. Test Strategy. in UGDIT environment, defect logging.

Defect meetings, involved in the defect triage, provided weekly status to all

Daily standup meetings for any updates related to the project.

QA Consultant - Tata Consultancy Services Toronto July 2017 – Oct 2017

Client. Interac Association and Axcysys

Responsibilities:

QA Specialist for International Cross Border and Domestic Project.

Participate in coordination of all end-to-end test cycles involving Central 1, FIs, Banking Hosts, and Interac

Managed ISO messages validation, creating test data for MTD file creation based on the data specification.

Executing the MTD Files, and validating that the messages been updated in Concourse.

QA Consultant - Tata Consultancy Services, Toronto August 2016 - April 2017

Client: BMO Financial Group.

Responsibilities:

Responsible for creating test cases and detailed test scripts based on the entire Test Scenarios.with Capital Markets.

Strictly adhere with the Agile Methodology, attend daily Scrum Meetings and closely interact with the Scrum Masters to discuss testing status, defect status and resolution for continuous improvement in the process.

Performed end to end ETL testing, created strategy and scenarios for ETL related projects

Work with the QA team and Scrum team for continuous process improvement and follow the new methodologies for further improvement

Responsible for creating Test Strategy/Test Plan, Playbook for UAT for 2 cycles, coordination with offshore team to create test cases and testing.

Develop detailed project plans, timelines, and resource allocations for CCaaS initiatives.

Coordination with infrastructure team, vendors, HSBC and downstream stakeholders to drive the UAT phase of the project

Assist in budgeting and cost management for platform delivery and integration projects..

Provide regular updates to stakeholders on project progress, risks, and issues.

Defect analysis and resolution and lead TSYS testing activities.

Responsible for driving the end-to-end UAT phase of the project.

IT /QA Consultant- (Independent Contractor) June 2012 - July 2016

Responsibilities:

Identify problems associated with application software, testing Java applications and Restful APIS/ REST/SOAP with Postman tool

Assist in defining the department’s testing methodologies and quality control standards. Use and develop troubleshooting tools and methodologies that minimize the turnaround time of issue identification.

Sponsors the Automated Testing initiatives with the objective to realize efficiencies in testing while improving overall testing coverage

IT Test & QA Manager March 2011 – March 2012

TD Bank Financial Group

Responsibilities:

Support work environment that promotes customer service, quality, innovation and teamwork.

Work closely with business partners to help develop business concepts, understand their IT needs and lead a team to propose and deliver solutions.

Manage Client Applications including Trade Finance, Trade 360 Degree and TSYS systems.

Strong Test Manager who has handled large programs with multiple Line of Business and can manage a large team of testers and test leads.

Perform resource management and financial forecasting activities.

Identify and implement process improvements that will improve quality, efficiency and reduce manual intervention.

Responsible for strategic direction and ownership of applications, as well as development of a strategic application roadmap

Assist with technical activities including functional design and performance as well as with planning activities including capacity and resource forecasting

Accountable for release coordination between Project Managers and change governance in Android, IOS, and browser (web) platforms and data processing on TSYS.

Helped develop new software configuration management process to improve overall software release process.

Have managed team of 10 resources both offshore and onshore (offshore IBM resources in India.)

QA Specialist Sep 2009 - Feb 2011

Direct Energy, Texas & Toronto.

Responsibilities:

Implemented load runner to ensure applications meets performance standards.

Implement ongoing quality improvement processes working with interdepartmental teams including release management.

Good knowledge of Client Applications including Trade Finance Trade 360 Degree

Strong Test Manager who has handled large programs with multiple Line of Business and can manage a large team of testers and test leads.

Work with project managers to develop project schedules and resource allocation models for QA projects.

Manage and respond to software quality assurance issues with related groups such as development, integration and User acceptance testing. And Security testing .

Managed multiple teams of 2 million $ budget, for resources both in India, Canada and the U.S.A for more than 30 resources, Texas Platform Consolidation project.

Worked on Java platform on Restful Apis for mobile and web applications.

Have had hands on experience on TSYS application, created test data and testing scenarios through TSys.

Onsite QA Manager - Aithent Canada Inc. Jan 2005 – Aug 2009

Clients – CIBC, NY Transit

Responsibilities:

Co-ordinate and manage QA team members at client site. Resource planning, monitor, distribute work.

Review and improve deployed processes to meet CMMI standards for all releases.

Provide Budget and costing for testing and process improvement efforts and support.

Management of day to day activities, hire new resources, manage resources as required.

Work collaboratively with clients, business leaders across our organization.

Offer solutions for risk mitigation manage the budget and report progress to stakeholders.

Education:

Dec 2010: PMP Course (Bay 3000 Corporate Education).

Nov 2009: CSTE, CSQA Certification courses

Jan 2001: Diploma in E-Commerce.

Feb 2000: Client Server Computing Masters Course

May 1999: B.COM (HONS) Magadh University

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