Collaborated with software/product designers to establish and define quality assurance parameters for new features and products.Engaged in the QA effort for Project One Million, a successful initiative that onboarded one million newcustomers to the bank's financial app, resulting in the app becoming the number one financial app on both the App Store and Play Store.Analyzed system requirements specifications, and developed appropriate test plans and test cases. Executed test cases and verified actual results with expected results.Developed and implemented testing procedures, including manual and automated testing processes, forboth web and mobile applications, resulting in a 55% improvement in product quality.Troubleshot quality issues by identifying and modifying test procedures, test cases, and scripts to ensure the highest possible quality of software releases.Conducted analysis checks on product specifications to ensure they met both technical and businessrequirements. Reviewed Quality Assurance reports to identify trends, areas of improvement, and opportunities to optimize testing processes resulting in a 20% decrease in defect rate.Ensured the successful deployment of our products to production and conducted rigorous testingthroughout the entire software development life cycle ensuring a 90% on-time deployment rate.Collaborated with Fintechs on API integration to our ALAT services.Participated in knowledge-sharing sessions with other QA engineers on new test automation techniques,resulting in a 55% increase in test automation proficiency among team members.

Provided technical assistance to customers via phone, email, and chat, addressing software, hardware, and application-related issues.Diagnosed and troubleshoot technical problems, identified root causes, and implemented effectivesolutions.Collaborate with cross-functional teams to escalate and resolve complex issues, ensuring prompt problem resolution.Maintain a comprehensive knowledge base of product functionalities, features, and technical troubleshooting steps.Document user interactions, solutions provided, and troubleshooting steps taken for future reference.Conduct remote desktop sessions to guide users through step-by-step solutions, improving issue resolution efficiency.Receive positive feedback from users for delivering exceptional customer service and resolving issuespromptly.

Assisted senior technical support specialists in troubleshooting user issues, gaining hands-on experience in diagnosing problems and providing solutions.Conducted software installations, updates, and patches, ensuring users had access to the latest featuresand improvements.Participated in team meetings to learn about best practices in technical support and share insights frominternship experiences