Responsibilities: Quality Assurance - Capacity planning & resource estimation, creation of Test Plan & Strategy, scenarios, scripting, execution, bug tracking, reporting - at a Programme level - Lead, coach & performance manage 5 junior testers. Business Analysis & Product Management (Minor works) - Gather improvements & new task items from stakeholders, document in jira & pass on task to developers. Lead quarterly, monthly & adhoc project deliveries in an agile manner & maintain product backlog.

Quality Assurance - Capacity planning & resource estimation, creation of Test Plan & Strategy, scenarios, scripting, execution, bug tracking, reporting - at a Programme level - Lead, coach & performance manage 11 junior testers.

Responsibilities: Customer Services - Managing customer queries & issue resolution over phone calls. Customer Relations & Retentions - Various customer campaign management, customer conversions (proactive & re-active customer retentions triggered by an intent to cancel services), up-selling value added services, training junior staff, managing escalations & delivering various management information reports to senior stakeholders & the marketing team. Training & Quality - Delivering various soft skill training's on Listening, Communication, Stakeholder Management & Product training's to the newbies. Accessing the quality of customer services rendered by junior staff, through a pre-defined rating scale of 1 to 10. Quality Assurance (Software Testing) - Capacity planning & resource estimation, creation of Test Plan & Strategy, scenarios, scripting, execution, bug tracking, reporting. Change Management - Reduce inefficiencies & drive cost saves for quick fixes. Lead & delivery implementation of various big ticket changes & initiatives across the systems & staff, related to the retentions & service upgrade department.