Quality Assurance Lead Resume

SUMMARY:

Highly adaptable, solution - oriented and self-motivated professional with specializations in quality assurance management, program management, and user experience (UX). Quick learner with passion for technology, quality, organization, and design. Solid technical understanding of software engineering principles, technical project management, and the software development lifecycle. Constantly learning and enhancing skills to adapt to new demands and prefers an environment that encourages growth. Fluency in English and French.

TECHNICAL SKILLS:

Proficient: User Experience (UX) | Agile Methodology | Web Content Accessibility | Command Line Interface

WORK EXPERIENCE:

Confidential

Quality Assurance Lead

Responsibilities:

Managed QA Desk program operations including handling all scheduling requests for QA work, ensuring all projects had adequate time scheduled for both off-shore SDET and local QA testing, kept project timelines on track, and called red flag meetings and escalations when necessary
Facilitated communications with other team leaders such as project managers, editors, business strategists, developers, and test engineers
Participated in weekly SDLC meetings with technical project managers to discuss current, upcoming, and past projects and how to improve internal SDLC processes
Created many internal documents such as infographics and PowerPoint presentations on the subject of QA, SDET, the SDLC, and accessibility processes
Presented to and trained new hires on the quality assurance and project management teams on internal QA and SDET processes
Worked closely with SDET, UI Development, Technical Writing and Editing, Design, and Project Management teams to produce high-quality deliverables including white papers, advertising materials, videos, and interactive websites for clients such as Confidential, AWS, VMware, SAP, and more
Created bug reports in Azure DevOps based on usability testing findings and verified bug fixes
Lead and participated in the Accessibility work group to advocate for meeting and exceeding web content accessibility guidelines (WCAG) in both our deliverables and the company website, in addition to creating internal documentation to help facilitate these processes

Confidential, Seattle, WA

Quality Control and Specialist

Responsibilities:

Executed on all procedures for 46 new hires, including 3 new managers, via Teams conference calls, demonstrating in-depth workflow knowledge, ticket processes, and nuances of tools
Created documentation and last minute large-scale scheduling and organization based on knowledge of ticket flow and experience as one of the veteran customer support agents on the team
Audited all support agents’ tickets on team of 60+ to ensure accuracy, quality, and efficiency in responses
Hosted ongoing reviews of agents’ work to maximize potential for high quality of customer service

French Bilingual Customer Support

Confidential

Responsibilities:

Subject Matter Expert of all ticket types including account recovery, marketplace issues, refunds, realms, and third-party purchases while being the primary French-speaking agent and contact for players
Consistently maintained the highest amount of solved and updated tickets amongst all foreign language experts on the team while simultaneously providing quality solution-driven customer support in French

Technical Support Expert, Tier II

Confidential

Responsibilities:

Provided exceptional support for Confidential applications and associated services utilizing tools and resources like Salesforce and Admin Console to troubleshoot customer issues
Proactively identified improvements to the product, identified bugs and helped determine high-impact opportunities to enhance the customer experience

Confidential, Redmond, WA

Responsibilities:

Presented demonstrations of mixed reality applications on Confidential HoloLens in various at work scenarios to promote real world usage of device and applications
Supported official product launch of HoloLens 2 and Guides at Mobile World Congress 2019 in Barcelona, Spain and performed demos of Remote Assist at Confidential Business Forward 2019 in Paris, France
Promoted brands to target audiences including at PAX West for Omen by HP / PUBG, virtual reality demos for Facebook Reality Labs / Oculus Go and Oculus Rift, and various Nintendo events