Monika Masade
Oakville,ON
Summary
Focused with experience in banking environments. Excellent sales, service and time management abilities. Ambitious Quality Analyst with track record of dependability and leadership. Knowledgeable in QA methodology with proven history of reducing errors to increase quality. Proficient in preparing test cases, plans and scripts. Dedicated to analyzing and resolving defects.
Overview
4
4
years of professional experience
Work History
QA Analyst
RBC
06.2014 - 07.2018
- Developed and maintained quality assurance procedure documentation.
- Created and revised procedures, checklists and job aids to reduce errors.
- Participated in departmental meetings to establish short- and long-term strategy.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
Education
Bachelor of Science - Computer Information Systems
SP College
India06.2008
Skills
Banking, Financial Services
- Scrum Methodology
- Data Analysis
- Software Quality Assurance Knowledge
- SQL Understanding
- Atlassian JIRA
- Selenium Webdriver
- Customer Care
- Team Meetings
- Daily Status Reports
Timeline
QA Analyst
RBC
06.2014 - 07.2018
Bachelor of Science - Computer Information Systems
SP College
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