Nicola Williams Email & Phone Number

Manchester Area, United Kingdom

Knowsley, England, United Kingdom

As a Senior Software Quality Analyst, I lead QA effort for multi-million pound/euro projects, emphasising a ‘shift left’ approach and meeting challenging deadlines.• Extensive experience in all phases of software testing including strategy, planning, design, execution, reporting and defect tracking.• Skilled in manual testing across complex architectures.• Experienced in Agile methodologies (Scrum, Kanban) within collaborative, cross-functional environments; advocate of Continuous Improvement.• Experience in automating tests for API (Postman, Cucumber/Gherkin) and UI (SoapUI).• Thrived while working remotely in global teams.• Knowledge and experience using MS SQL and SuprTool (data extraction, batch job processing).• Certified in ISTQB Tester Foundation Level.

Liverpool, United Kingdom

In this role, I designed and executed manual tests based on functional requirements, established test data management approaches, and analysed system design for effective testing strategies.• Created and executed manual tests based on functional requirements. • Established and implemented an approach for managing test data. • Analysed functional requirements and system design to determine test strategy for both manual and automated testing approaches. • Oversaw external contractors to deliver projects on tight deadlines.

As a Lead Software Quality Tester, I allocated resources, led testing for CRM system implementation, and collaborated with cross-functional teams to ensure comprehensive test coverage.• Allocated resource to projects in line with business priorities.• Led testing for the implementation of a CRM system across all European markets.• Engaged with developers, product owners and business analysts to triage, prioritise and assign defects for retest and closure within the wider team.• Produced SDLC standard test plan and test closure reports.• Planned test coverage and identified test cases.• Collaborated with developers, product owners and business analysts to verify test cases.• Communicated to all levels in a variety of scenarios to ensure a clear picture of test progress was provided.• Led quality efforts for the introduction of a bespoke, end to end supply chain solution.• Travelled to European sites to partake in PETE testing of all integrated systems ensuring customers receive an efficient shopping experience.• Developed and implemented new processes as part of a process improvement team; created system user guides for knowledge transfer, templates to ensure defects were completed to a high standard, recording lessons learnt from colleagues and devising solutions.• Onboarded and mentored a new team of testers within the China office, creating workflows and procedures to allow a wider window of testing to continue whilst the UK office was closed.• Contributed to requirement and defect review meetings.

Greater Liverpool Area

As QSO Tester, I ensured software quality by developing and executing test cases, collaborating with the development team and emphasising user experience.• Created test scripts for manual testing.• Executed manual test scripts.• Recorded defects in detail, re-testing once a fix was in place.• Collaborated with the lead analyst and developers to ensure full test coverage was achieved.• Conducted exploratory, sanity, smoke and regression testing.• Experienced in agile and waterfall methodologies.• Obtained the ISTQB Foundation in Software Testing qualification.

In my role as a Real Time Analyst, I monitored call volumes, adjusted staffing levels, and analysed real-time metrics to meet service level targets.• Achieved and reported against targets in an award-winning contact centre.• Made real time staffing decisions to balance customer service levels with agreed upon budgets.

Liverpool, United Kingdom

As a Customer Service Representative, I handled customer inquiries, processed orders, and resolved issues, highlighting communication and problem-solving.• Processed customer orders.• Achieved monthly quality and handling time targets.• Delivered a great customer experience by ensuring customer queries were resolved in line with customer expectations.• Achieved all desired performance and quality standards.• Found appropriate solutions to escalated customer queries.

Education record

Education record