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Highly accomplished Certified Business Analyst and Manual Software Tester with a comprehensive skill set encompassing business process modeling, documentation, and software testing. Proficient in creating various documents such as BRD, FRD, SRS, Use cases, and test cases. Skilled in requirement gathering, stakeholder management, and an in-depth understanding of the stages of SDLC and Agile Methodology, including the Scrum framework. Possesses a basic understanding of front-end development, utilizing tools such as Jira, SQL, and Power BI.
As a certified quality professional, consistently dedicated to delivering exceptional quality, committed to continuous improvement, and skilled in managing shrinkage and schedule adherence. Demonstrated expertise in project management, providing valuable coaching feedback and ensuring quality standards are met. Proven track record of preparing comprehensive quality management reports and effectively managing KRA, KPI, and SLA for teams. Proficient in performance tracking, evolution, and developing strategies for enhanced quality and productivity evaluations.
Experienced in client interaction, conducting calibrations, and facilitating training programs for new hires and existing teams. Exceptional listening and analytical skills coupled with strong problem-solving, troubleshooting, and decision-making abilities. Recognized for remarkable attention to detail and effective leadership, fostering a positive and collaborative work environment.
Proficient in utilizing 7 QC Tools, Microsoft Office, Pareto analysis, Cause and Effect analysis, and Lean Six Sigma Green Belt methodologies. Skilled in conducting root cause analysis, call quality, and compliance audits. Certified in Lean Management, further enhancing operational efficiency. Demonstrates excellent time management, organizational skills, and experience in conducting interviews for new hires.
Extensive experience across various LOBs including "Listener-Care, Inbound Sales, Outbound Sales, SCT, ATS, ART, Saves, Chat, Email, SS," providing a comprehensive understanding of business operations. Committed to delivering excellence and achieving optimal outcomes through continuous skill development and effective utilization of expertise.
I'm an experienced professional who believes in delivering the well parameterized quality services to the client beyond their expectations with better, faster, cheaper and convenience-craving environment.
Seeking great opportunities to boost quality proven skills to delivering high quality project and services to clients.