Senior BA/QA Lead with 14+ Years Experience

Location:

Ballwin, MO

Salary:

85000

Posted:

April 20, 2026

Contact this candidate

Resume:

Executive Summary

**+ years of experience as a Business Analyst/Test lead/QA Consultant with extensive knowledge of healthcare and other domains and project management skills.

Describe the flow in Viso of how the data is moving from Sugar CRM/Genesys cloud /IVR data to GCP cloud.

Worked on Power BI for validating the reports and analysis

Involved in the Technical grooming session with the Architect team and Business before the features get finalized, and accordingly, stories will be created for the sprints.

Implemented CRM software that resulted in a 100% accuracy in client data logging.

Drove continuous customer service improvements by regularly maintaining and updating the knowledge database.

Reduced call escalations confidently tackling complex customer issues.

Sugar CRM Application /Contact center -Genesis with IVR-Care coordinator, Handling Inbound and Outbound calls.

Working closely with the Care coordinator to explain the flows and functionality of the applications and tracking the inbound /Outbound calls.

Tracking the dashboard to make sure all calls got attended to, how many calls were received daily, and any missing calls. If there is any way to improve the process, it needs to be communicated to management.

Proposed and executed an email-based follow-up system that maintained a 100% response rate.

Managed a high call volume successfully, maintaining a service level of over 90%.

Involved in documenting customer calls, emails, and notes within the Calls module to maintain a complete history.

Involved in sales analytics and reporting using the Power BI Tool and Tableau.

Involved in forecasting and predictive analysis (call volume, sales, workforce planning).

Closely working with the Project manager to discuss the upcoming roadmap accordingly, will plan the team size.

Around 6+ years of testing experience in API testing using Postman/Swagger/SOAP UI.

Around 6+ years of testing experience in Mobile testing to test the apps using the Perfecto tool.

Around 5+ years of testing experience in the GCP cloud/PUBSUB/Big Query/Bucket.

Around 4+ years of experience as a Product Owner/Business Analyst role in a contact center, and Sugar CRM application with GCP cloud.

Involved in the Migration of SQL to the GCP cloud.

Involved in initiating the Test certification creation and Checklist preparation for the deployment and communication to the stakeholders.

Walk through the high-level scenarios with the Business to get Approval before the actual design starts.

Deep knowledge of various Healthcare domain processes like Medicare, Medicaid, PBM, ICD9, Drug system, Health Insurance Marketplace System, and Traditional Commercial Insurance.

Specialized Area - Agile/Scrum Testing process, System Integration Testing, Regression Testing, API Testing, IVR, Dynamics 365, Azure Data Lake services, BYOD, Genesys Cloud with Sugar CRM (Contact Center application), Google Cloud Platform (GCP), Data mapping, Big query, ETL, EDI, SALESFORCE, Database Testing, Mobile Testing using Perfecto Tool and UAT.

Delivered multiple critical projects, efficiently managing business stakeholders, offshore coordination, and competency development.

9+ years of experience in agile methodology.

10+ years of experience in working with onsite/offshore Models.

Experience in implementing an end-to-end QA process for a new project.

Have specialized knowledge, including extensive knowledge of tools like ADO, Jira, Q-test, web explorer, Quality Centre, and Test Director, and the usage of these tools is quite extensive for productivity and quality improvements.

Strong Problem-analysis, Problem-Solving skills, and ability to work amongst large teams.

Expertise in Software Development Life Cycle (SDLC), Software Testing Life Cycle (STLC), QA Methodologies, and Defect Management Life Cycle methodologies.

Involved in the product owner role, describe the flows and create the Use case and explain it in the Viso, converting the Business requirements into the use case flow for the Member portal /Contact Center-Genesys Cloud[Sugar CRM &IVR] and Interoperability[API and Cloud functions].

Closely working with the Scrum master and convert those use cases into stories, and will explain/demo the flows to the Business and Development, and Testing team, and will do the UAT in the Final round before the move to production.

Quick learner, team player, and self-starter with the ability to adapt and work independently in a fast-paced environment. Excellent communication skills in translating technical design and concepts to non-technical stakeholders.

Excellent Communication and Team Management skills.

Expertise in accurate and timely status reporting to required stakeholders.

Excellent leadership and communication skills, as well as the ability to work with the team effectively.

Worked on various projects for the client (s) are SwissRE, Compucredit, D&B, Harris, 3M, TAFE, CVS Caremark, Optum Insight, Magellan Health Care Services, Centene Corporation, Humana, SanMar, and US Technology-BCBS(IBX)

Work Experience

Name of Project

Impacted Business / Functional Area

US Technology (IBX-BCBS)

Project Title: Clinical View/IDR(Independence Dispute Resolution) tracker.

Domain: HealthCare

Tools: ADO/NextGen/SQL/Power BI /Tableau APPS/API/ETL(Data migration)/Mobile testing/Perfecto tool/Contact Center (CC).

Duration:Jan2024- Till date

Role: Business Analyst/Test Lead/UAT

Involved in the Technical grooming session with the Architect team and Business before the Features get finalized, and accordingly, stories will be created for the sprints

As a product owner, create the flow -How it receives the claim information from 3rd party uses the PUB/SUB then call call API to receive the Translation and create the mapping element in the claim, then publishes the Claim to Humana.

Describe the flow in Viso how the Data moving from Sugar CRM/Genesys cloud /IVR data to GCP cloud.

Create a Negotiation and Independence Dispute Resolution (IDR) Tracking system to assist the provider contracting team in managing negotiation and IDR intake and build the foundation for eventual chargeback of the IDR fees to the Sef-funded customers. IBC should use this system

Migrating the existing records to the new system (IDR/Negotiation data) and verifying it in the IDR system.

Validating data from the email inbox will be stored in the Staging tables. Both Manual and Update/View the existing case.

Involved with the End-End testing team to make sure the flow gets completed on time.

Involved in Data mapping as per the requirements.

Walkthrough the Test strategy with the stakeholders to get approval before the project starts.

Involved in the Defect Traige call to discuss with the Development and Business team if required.

Clinical view -Validating historical data for utility management and case management.

Create the IDR/negotiation cases in the MS Dynamics, and that data will flow to the HighJump for validating the reports

Involved in the UAT with Business to go through the scenarios and test data setup.

Involved in forecasting and predictive analysis (call volume, sales, workforce planning).

Closely working with the Project manager to discuss the upcoming roadmap accordingly, will plan the team size.

EDI- Validation 835/837.. using Edifecs applications for Medicaid.

ETL-Data migration.

Review the RTM-requirement traceability matrix with the team to ensure coverage for each requirement.

Mobile testing using the Perfecto tool.

Involved in the execution if they need any support from Onshore.

Involved in planning and coordinating with the development/testing team,/Business Analyst, scrum master, and with the stakeholders.

Involved in the upcoming road map requirements and focus on the upcoming deliverables with the schedule plan.

Involved in the resource allocation and oversees both onshore and offshore.

Involved in prioritizing the product backlog, drilling down the Business requirements into smaller modules and units,detailed business analysis, identifying areas of improvement, outlining problems and solutions for the business.

Sharing end-end system and Business knowledge to the team members.Involved in the Business -critical situations with clients,Product management and stake holders inorder to provide the mitigation plan,project Go/No Go decisions for every production releases.

Worked on Power BI /Tableau for validating the reports and analysis and share the data to management.

Handled AHT, FCR, SLAs, CSAT.(Sugar CRM -Contact center-Genesys cloud-IVR) for analysis purpose.

SanMar

Project Title: ODY- Order Creation and Finance

Domain: Retail

Tools: Dynamics 365/ADO/ADLS/WMS/HighJump/HybrisBOC

And Hybris./ GCP (Google Cloud Platform),Big Query /ETL/EDI/API/PowerBI

Duration: Feb 2023- Jan 2024.

Role:Business Analyst/UAT

Creating Sales Orders/Purchase orders using Dynamics 365/EDI/Webservice order/Hybris System.

Once the SO is created, ensure that it is updated in the ODS database via SEAM-BYOD/Azure Data Lake.

EDI process using Putty to make sure SO gets created and updated into the D365.

Involved in the inventory and payment processing SanMar system to integrate the orders in D365 and ship them to the customer.

ETL-Data migration.

Involved in Data mapping as per the requirements.

Agile methodology.

Mobile Testing using the Perfecto tool

Involved in the UAT with Business to go through the scenarios and test the data setup.

Involved in the execution if they need any support from Onshore

Worked on Power BI for validating the reports and analysis.

Involved in process involves several key steps, including identifying the need for a product or service, selecting a vendor, negotiating terms, and making the final payment on Procure-to-Pay (P2P)

Cognizant Technology Solutions

(From Oct-2006 to Jan-2023)

Client: Humana Edge- Contact Center (CC) and Analytics

Project Title: Humana Edge- Contact Center (CC) and Analytics.

Domain: HealthCare

Tools: Sugar CRM/Assure ADO/Q-test/Genesys/Postman API/: Dynamics 365/GCP (Google cloud Platform),Big Query/ETL/EDI/Mobile testing

Duration: August 2020-Jan 2023

Role: Test Lead/Business Consultant

Members contact center member line through IVR to gather doctor appointments, and medical history, to update member details, which provides quick and convenient response for end users.

Registered members can contact the Provider line to connect with Physicians and Nurse practitioners to discuss medical conditions and decide the diagnosis procedure with assigned doctors and nurse practitioners.

Registered Member is authenticated by CRM team and provide the service needed for customer.

Sugar CRM stores all details of customer, integrated with Genesys (IVR configuration, call routing) and all cloud-based systems in Humana, integrated with interop’s to connect with Humana core and external systems such as UST systems etc.

Fax testing Inbound/Outbound to make sure the Task is created in the sugar CRM if Doctype/profile is Unknown/AuthRequest without member id.

Using the API for Fax move/Fax status/Fax Send.

Validated DOCREPOID using the API to check for metadata update back to DOCREPO.

Using D365 will monitor the cases.

Mobile Testing using the Perfecto tool

File validation –Loading the files from the GCP-bucket to the big query.

EDI- Validation 835/837.. using Edifecs applications for Medicaid.

Handled AHT, FCR, SLAs, CSAT.(Sugar CRM -Contact center-Genesys cloud-IVR)

Involved in the related program wth state SNAP, TANF, Child Support, Child Care

Involved in forecasting and predictive analysis (call volume, sales, workforce planning).

Closely working with the Project manager to discuss the upcoming roadmap accordingly, will plan the team size.

Cognizant Technology Solutions

Client: Centene –ECM

Domain: HealthCare

Tools: Jira/Q-test/Agile methodology/Data Cap/ GCP (Google Cloud Platform)/Big Query/ETL/API

Duration: August 2018- July 2020

Role: Test Lead

Reports and Next Gen claim, Correspondence and claims UI Validation.

ECM processing paper Correspondent documents/Check for a Claims using CenScan and IBM DataCap Correspondent application and exporting the documents to FileNet and to CenPass, Macess and Prime.

Claims and Next Gen Corr verify Screen modules has been upgraded to AngularJS. So, all covered by using API testing (Swagger/SOAP UI/Postman).

Mobile Testing using the Perfecto tool.

Performance /Load testing performed as part of the testing using SOAP UI.

ECMC- reports using Ranorex and NG-Corr verify screen with Selenium using Java.

Cognizant Technology Solutions

Client: MagellanRx Auth

Domain: HealthCare

Tools: Jira/Q-test/Agile methodology/SalesForce

Duration: Jan 2017 – July 2018

Role: Test Lead

Provider/Web Portal (Get an Auth) - External users. (Pre-Auth application portal)

MRx Auth (Call Center portal) – Internal users.

Cognizant Technology Solutions

Client: Optum/UHG

Project Title: TCOE Client Implementation Testing on MEDD and Medicaid 2014 PBM Plans.

Domain: HealthCare

Tools: OCR/Captiva Tool/Jira/Q-test/Agile methodology/SQL

Duration: Feb2014- Dec2016

Role: Test Lead

Payment Management and OCR using Captiva tool.

As per the contractual agreement, CVSCAREMARK has to provide services and administer on prescription drug benefit program in accordance with each of the MEDD and Medicaid clients plan design requirements and agreement.

Cognizant Technology Solutions

Client: CVS Caremark (Portal Migration/UI Validation PBM)

Domain: HealthCare

Tools: Test Director/Bugzilla/SQL

Duration: June 2013 - Jan2014

Role: Team Lead

The core intent of this migration project is to replace the current SunOne Portal with Oracle WebCenter Spaces as is by using standard components and development frameworks. This will help CVS in achieving following:

Replacement of Legacy SunOne Portal with latest and greatest release of Oracle WebCenter Portal.

Flexible framework for scalability and future enhancements.

Involved in the Enrollment program.

Involved in ICD9 and PBM and Drug rebate system.

Cognizant Technology Solutions

Client: TAFE Mobility testing.

Tools: Test Director/Bugzilla/SQL

Domain: Manufacturing

Duration: Feb 2013–May 2013

Role: Test Lead

The GPS based DSS mobile van/bike tracking and alerting system will be used by TAFE Tractors and TMTL Tractors units of TAFE to alert customers about the technician’s arrival in neighborhood, alert technicians about the list of customers in the vicinity and tracking of service vans and bikes by the dealer owner and manager. This would go on to increase proactive customer interactions and improve utilization of service technicians.

Cognizant Technology Solutions

Client: 3M

WMS (Warehouse Management System)

Domain: Manufacturing

Tools: Test Director/Postgress/SQL

Duration: May 2011 – Jan 2013

Role: Test Analyst

WMS (Warehouse Management System) ETL – Informatica/ Python scripts to extract data from file and make sure extracted data are updated into the database for the downstream applications

Cognizant Technology Solutions

Client: Compu credit

Domain: Banking and Financial

Tools: Test Director/ETL/SQL

Duration: Oct 2006 – Dec 2008

Role: Test Analyst

Compu Credit account –BFS (Mortgage/Pre-Paid Loan).

Extracted the Bank File using ETL tool, get the specified data, and updated into the Compu credit database. Customer support team contact the customer and providing of lot of option to settle the credit card. Compu credit-providing loan option to the customer without interest.

Customer support team Send the Loan application link to the Customer for the Loan origination process.

Tested the workflow for the Loan origination process.

Professional Experience

Client

IBC(BCBS), Pennsylvania, USA

Domain

HealthCare

Project Name

IDR/Clinical View

Title

Test Lead/Product owner

Duration

Jan 2024- Till date

Technology

ADO/NextGen/SQL/Power APPS/API/MS Dynamics 365/Genesys cloud /Sugar CRM/IVR

Project Description:

Migrating the existing records to the new system (IDR/Negotiation data) and verifying it in the IDR system.

Validating data from email inbox will be stored in the Staging tables. Both Manual and Update/View the existing case.

Clinical view -Validating the Historical data for the utility management/Case management.

Validating the Fax/letters/Survey in the Clinical View application which was received from Highview.

Creating IDR/Negotiation cases in MS Dynamics 365 and making sure the data flow to the Highjump to validate the reports.

Test Management tools: ADO.

business requirements and the QA Team in executing Test Plans & Test Case scenarios, Test Logs,

Roles and Responsibilities

As part of the product owner role, describe the flows and create the Use case and explain it in the Viso, converting the Business requirements into the use case flow for the Member portal /Contact Center-Genesys Cloud[Sugar CRM &IVR] and Interoperability[API and Cloud functions].

Prepare high-level test scenarios and test strategies for each PI and present them to the development team and product owners.

Coordinate with offshore daily and distribute the work and share necessary knowledge to perform day-to-day tasks.

Responsible for Requirement analysis with the business team and respective development team.

Involved with the End-End testing team to make sure the flow gets completed on time.

Walkthrough the Test strategy with the stakeholders to get approval before the project starts.

Involved in the Defect Traige call to discuss with the Development and Business team if required

Expertise in test strategy preparation for each release and review with product owners.

Expertise in Planning, Estimation, Design, and testing of sprint user stories as a process of the

scrum.

Responsible for Defect Management using Jira, Test design/Script preparation, Test script review,

Test data preparation, test execution, and acceptance test for user stories.

Good experience in Test plans, Test scripts preparation, and test execution for performance testing

of GCP and reviewing the test results with the Business team.

Responsible for the Preparation of daily status reports and distribution to the team after scrum calls with Risks/Action items.

Responsible for test design, test execution, and demo of the user stories from google chrome to Product owners and team.

Responsible for defect triage meetings from interop’s and recommend priorities to product owner and development team.

Responsible for attaching test cases and execution status to Jira user stories so that team can see the overall status of pass or fail with respect to functionalities.

Client

SANMAR, Seattle, USA

Domain

Retail

Project Name

ODY

Title

Test Lead

Duration

Feb 2023- Jan 2024

Technology

ADO, D365, ODS, ADLS

Project Description:

Dynamics 365/Hybris/Webservices/EDI: Currently working on Creating Sales Order for the Domestic and International customer and make sure those order get shipped using the HJ. Order creation in multiple ways either in D365/Hybris system and webservices /EDI. Make sure those orders are updated into the D365 system and make sure the interlink between the system is working as expected.

Validating the Data events queue to make sure the communication between the systems and final validation in the ODS database. EDI process using Putty to make sure SO gets created and updated into the D365.

Sales force Email Automation: Placing order through email and making sure the case gets generated in the sales force and continue to validate the orders in SEAM and make sure it should get updated in the D365 and final data into the ODS.