QA Lead

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Seasoned IT Quality Assurance professional with over a dozen years of experience in software testing, validation, regulatory compliance, and test management across diverse industries, including pharmaceuticals, finance, healthcare, and retail. Adept at leading SDLC projects using both Agile and Waterfall methodologies, with proven expertise in system validation, GxP compliance, customer service, and cloud environments. Recognized for optimizing QA processes, enhancing cross-functional team collaboration, creating project and technical documentation, and ensuring regulatory standards (21 CFR Part 11, SOX, GMP) are consistently met. Excellent communications skills, proficiency with research, documentation, mentoring, and training team members. Strong background in managing global QA teams, vendor coordination, and stakeholder engagement to deliver high-quality enterprise solutions under tight deadlines in fast-paced environments. Areas of Expertise

• Software Quality Assurance (SQA) & SDLC

• Project Coordination & Team Leadership

• GxP, GDP, GMP, and 21 CFR Part 11

• End-to-end Testing & UAT

• Agile & Waterfall Methodologies

• SDLC, SOP, & Technical Documentation

• Cross-Functional Team Engagement

• Microfocus/HP ALM

• Jira / Confluence

• SAP S/4 HANA & Oracle ERP

• CRM / Salesforce /ServiceNow & more

• Data Analysis & Docs Management

• Validation & Compliance, Audit Prep

• QA Metrics & Reporting

Accomplishments

• Led multiple global QA and validation projects across Fortune 500 companies, completing all deliverables on time and under budget.

• Successfully managed testing for enterprise-wide SAP S/4 HANA implementations and GxP-regulated systems.

• Key contributor in maintaining 100% audit readiness for FDA and SOX audits through robust documentation and compliance practices. Direct work with the CSV team to review, create & execute CSV process deliverables.

• Spearheaded the creation of reusable SOPs, templates, and QA toolkits, reducing onboarding time by 35%.

• Reduced post-deployment defects by 45% through better test planning and automated regression testing processes. visibility of QA metrics and reporting dashboards, streamlining executive-level decision-making.

• Trained and mentored over 20 junior QA analysts across multiple organizations, resulting in accelerated team productivity.

• Improved visibility of QA metrics and reporting dashboards, streamlining executive-level decision-making.

• Championed user acceptance testing and business stakeholder engagement, increasing end-user adoption by 30%.

• Identified and resolved critical testing gaps that prevented release delays, ensuring business continuity.

• Led cross-functional collaboration between QA, development, and DevOps teams to enhance delivery pipelines.

• Implemented risk-based testing strategies that reduced test cycle time by 20% without compromising quality.

• Developed SOPs, technical documentation, and training guides for global testing initiatives, boosting compliance and audit pass rates.

• Collaborated with IT compliance teams to revamp CAPA procedures, minimizing repeated findings.

• Led data migration testing during system upgrades, ensuring the integrity of millions of records.

• Introduced early testing automation concepts and tool adoption at various companies, contributing to longer-term QA maturity.

Career Experience

PRO Customer Service Agent, Working Solutions, Cherry Hill, NJ 03-2026 - present

• Maintained exceptional organization, time management, and self-direction while working independently in a remote environment with minimal supervision.

• Delivered multi-channel customer support (phone, chat, and email) across diverse client programs, consistently meeting or exceeding service-level agreements (SLAs) and quality benchmarks.

• Utilized strong software navigation, CRM tools, and knowledge-base systems to resolve inquiries, troubleshoot issues, and guide customers through technical or account-related processes. Patricia Davis **************@*******.***

https://www.linkedin.com/in/patldavis

Cherry Hill, NJ, 908-***-****

• Interpreted and communicated complex information clearly, ensuring customers understood product features, system steps, and available solutions.

• Applied quality assurance principles by following documented procedures, validating information accuracy, and escalating system or process inconsistencies to improve service reliability.

• Monitored performance metrics—including CSAT, AHT, FCR, and QA scores—to support a data-driven service model focused on continuous improvement and enhanced customer experience.

• Collaborated with internal teams by reporting recurring issues, usability concerns, and customer-impacting trends to support IT quality assurance efforts and product refinement. Laid off, Gig Work, Caregiver, Cherry Hill, NJ 07-2023 / 11-2025

• Commissioned Notary Public – September 2025

• Completed Social Rep Live Chat training to enhance existing digital customer support skills.

• Virtual IT workshops, job fairs, LinkedIn communities, and local tech meetups participant.

• Completed online refresher courses in Agile QA, cloud computing, and GxP compliance.

• Provided full-time caregiving to a critically ill family member while maintaining professional development.

• Community education programs volunteer, and performed freelance and gig-based IT support services.

• Practiced independent study on some QA tools and next-gen testing frameworks.

• Attended job fairs and industry-specific focus groups to stay market-relevant. IT Testing Services Quality Assurance Manager 05-2018 / 05-2023 Bristol-Myers Squibb, Alpha Consulting Corp., Princeton, NJ

• Oversaw QA strategies for enterprise systems, including SAP, Siebel, CRM, Clinical CAR-T platforms, etc.

• Directed full lifecycle validation and testing of GxP-regulated applications in compliance with FDA, SOX, and GMP.

• Acted as a system owner for ALM, managing change requests, documentation, and SDLC artifacts.

• Supported AWS-based solutions and coordinated with test automation teams.

• Conducted training sessions for end-users via SuccessFactors; streamlined onboarding and compliance certification.

• Developed SOPs, technical docs, risk assessments, investigation reports, and enhanced internal audit preparedness.

• Improved interdepartmental communication, bridging technical and business gaps.

• Provided detailed testing reports and metrics to QA leadership, increasing visibility across departments.

• Managed release schedules, ensuring QA deliverables aligned with development timelines. Sr. Quality Assurance Engineer, Church & Dwight / firstPRO, Inc. Ewing, NJ. 07-2018 / 05-2019

• Managed validation projects for SaaS, Oracle, SAP, and Point-of-Sale (POS) systems.

• Led testing efforts for RPA/Blue Prism, Salesforce, ServiceNow, and internal QA tools.

• Supported project managers with test planning, execution, and compliance metrics.

• Coordinated audit readiness for internal and external inspections.

• Conducted SuccessFactors training for cross-functional teams.

• Delivered detailed risk-based assessments to identify testing priorities.

• Assisted in test data creation and management for highly regulated QA environments. QA/UAT Matrix Lead, JP Morgan Chase / Infinity Consulting Solutions, Wilmington, DE 02-2018 / 05-2018

• Led QA efforts for financial compliance, fraud prevention, and healthcare-related projects.

• Managed defect lifecycle in ALM and Jira; authored detailed test plans and SDLC deliverables.

• Facilitated daily Agile scrums, aligned testing procedures with regulatory compliance standards.

• Mentored new QA analysts on process adherence and tool usage.

• Aligned UAT efforts with business requirements for key commercial card releases.

• Reviewed and approved test results prior to implementation, improving deployment success rate. IT Manager / Senior QA Tester, Burlington Stores / EDI Staffing – Burlington, NJ. 12-2016 / 02-2018

• Oversaw QA testing for Oracle Forms, OMS, and warehouse supply chain systems.

• Directed multi-browser, POS, and batch jobs testing; created traceability matrices.

• Served as liaison for vendor coordination and issue resolution.

• Conducted SOP reviews and team training; ensured regulatory documentation compliance.

• Utilized HP ALM, Jira, Toad, and BCF Plus for system analysis and reporting.

• Performed root cause analysis for defect trends and collaborated with development for resolution.

• Partnered with internal audit teams to validate IT controls across QA functions. Senior QA Analyst, InsPro Technologies / Kylmar Solutions, Eddystone, PA 03-2015 / 10-2015

• Performed QA/UAT for health insurance applications in COBOL and Java environments.

• Collaborated with global QA teams; ensured data integrity across CRM, Salesforce, and internal tools.

• Managed QA deliverables, SOPs, defect tracking, and release coordination.

• Led regression testing for version control and enhancements.

• Implemented QA best practices that reduced test case redundancy. Database IT Specialist, Johnson & Johnson / Kelly Services, New Brunswick, NJ. 12-2014 / 03-2015

• Led documentation efforts using DocSpace, improved SOP management workflows.

• Executed test cases and logged defects for large-scale financial data projects.

• Maintained alignment with QMS and regulatory requirements, including CMMI and 21 CFR 11.

• Participated in team-wide Six Sigma initiatives aimed at improving IT documentation standards.

• Coordinated document lifecycle and archive compliance across departments. Education &

Certifications

Notary Public (New Jersey), Commission Expires 2030 Chat Jobs Training (Social Sale Rep), August 2025

Bachelor of Science Biology/Pre-med Syracuse University, Syracuse, NY

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