Quality Analyst
aspire
Total years of experience :4 years, 3 Months
QA Analyst at Aspire Services and Aspire InfoTech:
Key Responsibilities:
• Checking live content entry before launching
• Conducting various testing; Black Box,
• Functional, Regression and Integration Testing
• Reporting defects using a bug tracking database
• Testing software prior launching
• Deriving test cases from product specifications
• Documenting and communicating fix success, failures, and status updates
• Executing test cases based on the product test plan
• Document requirements and test procedures
• Following standard practices/procedures in handling problems/requests
• Assign task to team members and coordinating their working hours
• Preparing daily report
• Communicating directly with the client
• Working over CAT/WAT user manual and latest updated.
• Working over JIRA tool.
Senior Customer Service at Aspire Services, Fep 2010- Apr 2014(With Weight Watchers Client)
Key Responsibilities:
• Replying to customers inquiries in the USA.
• Performing QA review for the team output to ensure high quality.
• Setting up, updating and documenting new processes for the team.
• Solving customer’s issues through eGain tool.
• Communicating directly with the client
• Checking last updates on Weight Watchers (WW) official site.
• Explaining the client new requirements for the team.
• Understanding Project Cycle and explaining it for the team skill
• Supporting team contains of 35 members.
• Supporting client via email
• Making sure to deliver tasks in high quality and rate
• Preparing user manuals for eGain and WAT
• Supporting other departments during their high period.
• Working on high level tasks with leaders and the clients.
- Customer services trainer (2010-2013)
- Customer services quality and services improvement agent.
- Quality assurance analyst (World now-American client)
- Quality assurance analyst (Weight watchers)
Senior Customer Service Quality and Services Improvement rep, 2011-2013:
• Improving the customer services quality replies.
• Prepare daily, weekly and monthly reports about work quality for the clients and the management.
Senior Customer Service Trainer, Sep 2010 - Mar 2013
Key Responsibilities:
• Train the new resources for all customer services subjects.
• Train the old resources on the higher level replies that needs to contact the clients directly.