SNAPSHOT OF THE ROLEQuality Assurance and Testing:Design comprehensive test plans, scenarios, scripts, and proceduresDevelop and execute testing programs covering areas such as:Database impactsSoftware scenariosRegression testingNegative testingError/bug retestsUsability testingConduct thorough system modification tests prior to implementationIdentify, analyze, and document software defects and functional issuesUtilize bug tracking systems to report defects to developers and project managersMonitor bug resolution efforts and track successesProject Planning and Collaboration:Plan and manage test schedules aligned with project scope and delivery datesParticipate actively in product design reviews, providing input on:Functional requirementsProduct designsSchedulesPotential problems and risksReview software documentation for technical accuracy, compliance, and completenessCollaborate cross-functionally to ensure alignment with project goalsLeadership and Mentorship:Advise, mentor, and train quality assurance analysts and developers at various skill levelsFoster knowledge sharing to enhance team capabilities and ensure timely releases of high-quality codeQuality and Service Culture:Champion a service-focused culture emphasizing on-time delivery of high-quality products and servicesEnsure customer satisfaction for both internal and external stakeholdersContinuously improve processes and methodologies to enhance overall quality assurance effectivenessProfessional Development:Stay updated with industry best practices and emerging technologies in software testingContribute to the development of quality assurance standards and procedures within the organization

the team handles billing dispute retention advocacy billing add moves and account changes capability development for the teamqa and weekly and monthly performance reviewsProcess improvement nd documentation for the campaign to improve processes driving improvement to make sure inclusions for all team is a win situation reflecting the One team vision of the Campaign. Training and quality analysis based on past performance for the team

We handle Technical training for the different processes for CommanderCost to Serve initiatives for Credits for each departmentProcess documentation and process improvement specifically for the campaignRCA report and Project Management coordination with Operations and different stakeholders Send Out reports along with recommendations to improve processes

Data analysis: Examining usage patterns, forecasting demand, and identifying trends to ensure adequate resource allocation.Inventory management: Monitoring stock levels, reorder points, and lead times to maintain optimal inventory.Procurement support: Assisting in the purchasing process by providing data-driven insights and recommendations.Resource optimization: Identifying opportunities to improve efficiency and reduce costs in the provisioning process.

Reports Directly to the Board of directors and handles Operations for various accounts as well as do the following functions below:Client Relationship Management * Assist in business development and facilitate Proof of Concept activities. * Develop and maintain good working relationship with client/s. Performance Management * Identify and anticipate requirements of Client that are not part of standard requirements but may have an impact to the project processes.People Management * Monitor team’s daily tasks based on Key Performance Indicators. * Motivate, coach, and guide the analysts by providing creative ideas and ways on how to carry out the respective tasks.- Effectively handle 5 project/project managers simultaneously- Selecting the project managers to handle the transitions- Coordinating subprojects enabling one finance execution for the respective countries- onsite in regional pilots to redefine the regional based solution/model- Selecting the migration teams to be onsite reporting to the project managers- Develop/coach/lead the Project Managers- Preparing the respective service centers to handle the activities migrated- Responsible for handling/managing the activity migrated from migration to steady-state and consequent handover to the General Manager in site within the agreed time frame.

Project & Role Description Reports AnalysisRisk managemengt/ Issue/ Incident reporting Governance Leverage OE principles outlined above to close performance gaps that have been identified (e.g. clean up low hanging fruit, process stabilization, standardization, and continuance- Finish standard solution designs and secure stakeholder approval (i.e., have detailed documentation in place such as process flows, templates, etc. specific to reporting, change control, surveys, ICC, etc.)Ensure that all Service management documents are within set standards.- Make sure that all data are credible without any question upon presentation.- Key initiatives for Operations to come up with continuous improvement plans for Key drivers and help out the project and center to deliver what is more than expected.Operational Excellence initiatives where working and improving along side your SLA to achieve project goals

Quality Assurance and Performance Management:• Conduct comprehensive assessments of agents' performance • Focus on back-office operations, particularly in billing processes• Lead call calibration sessions with quality analysts and team leads• Develop and implement proactive recommendations for agent improvement and process enhancement across the siteTraining and Development:• Design and deliver coaching programs for systems and product-specific areas• Identify coaching opportunities and create targeted development plans• Coordinate and oversee all training initiatives for the site• Facilitate bi-weekly calibration calls for agents to ensure consistency and qualitySuccession Planning:• Identify high-potential agents for career advancement• Create and implement development plans to prepare agents for future roles• Collaborate with management to align succession planning with organizational goalsBilling and Contract Implementation:• Oversee the implementation of billing systems and processes• Manage contract implementation for specific accounts with service requests• Ensure accurate and timely execution of billing and contract changesProcess Improvement:• Continuously analyze current processes to identify areas for improvement• Develop and propose innovative solutions to enhance efficiency and quality• Implement and monitor the effectiveness of process improvementsCross-functional Collaboration:• Work closely with various departments to ensure alignment of quality and training initiatives• Facilitate communication between quality assurance, training, and operations teams• Report on quality metrics and training outcomes to senior managementCompliance and Best Practices:• Ensure all quality and training activities adhere to company policies and industry standards• Stay updated on industry best practices in quality assurance and training methodologies• Implement and maintain documentation of quality and training procedures

I belonged to the brokerage phone support as well as for the brokered funds. We assist Financial Advisors as well as the customers who call in about the accounts or if there is a need to do a little research. Aside from this i also belong to the tax queue . I was also tasked to do the billable hours for the team I am assigned to do for month end. I also do monitoring and one on one coaching for all the representatives as well as coordinate with training for the need for refresher courses for agents who need is for product and soft phone skills.CRD number 4591864