Nirosha Dewi Mathiallakan
Quality Assurance Manager
Kuala Lumpur,Sentul
Summary
A highly experienced and detail-oriented Quality Assurance Manager with 4 years of expertise in creating and implementing successful quality assurance strategies and processes. Accomplished in identifying deficiencies, troubleshooting issues, and initiating effective solutions. Skilled in both process and outbound inspections, with a strong focus on operational improvements, program implementation, and meticulous documentation. Known for superb problem-solving and analytical abilities, ensuring top-notch quality control and continuous improvement in operational efficiency.
Overview
11
11
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work History
Quality Assurance Manager
Nectar Group
3 2023 - Current
- Lead quality assurance efforts and ensure compliance with industry standards
- Develop and implement quality control processes
- Train and mentor team members
- Collaborate with cross-functional teams to identify and resolve issues
- Conduct regular audits to assess quality performance.
- Investigated customer complaints and performed corrective actions to resolve quality issues.
- Performed root cause analysis to identify and resolve quality issues and defects.
- Recorded, analyzed, and distributed statistical information.
- Implemented corrective action plans based on audit findings, resulting in measurable improvements over time.
- Conducted risk assessments to identify and mitigate potential quality issues.
Quality Assurance Lead
Infosys
Kuala Lumpur, Kuala Lumpur
07.2020 - 12.2023
- Managed quality assurance activities for client projects
- Developed and executed test plans
- Identified and resolved software defects
- Collaborated with development teams to improve product quality
- Provided technical guidance to team members.
Executive Incident Management Team
Infosys
Kuala Lumpur, Kuala Lumpur
10.2018 - 12.2021
- Managed and resolved IT incidents ( 30 clients incident per day )
- Coordinated with various teams to restore services
- Identified root causes and implemented preventive measures
- Developed incident management processes and procedures
- Provided timely updates to stakeholders.
Service Desk Analyst
GEIM
Kuala Lumpur, Kuala Lumpur
10.2018 - 12.2021
- Provided technical support to end-users
- Resolved hardware and software issues
- Documented and tracked support tickets
- Escalated complex issues to appropriate teams
- Assisted in the development of knowledge base articles.
Digital Support Executive
Singtel
Singapore
12.2016 - 12.2018
- Assisted customers with digital services
- Troubleshot technical issues
- Provided guidance on product features and usage
- Resolved billing and account-related inquiries
- Collaborated with cross-functional teams to improve service offerings.
Customer Service Executive
Singtel
Melaka, Melaka
01.2015 - 12.2016
- Assisted customers with inquiries and complaints
- Handled billing and service-related issues
- Provided product recommendations based on customer needs
- Processed service requests and changes
- Maintained customer satisfaction through excellent service.
Customer Service Executive
StarHub
Kuala Lumpur
06.2013 - 12.2014
- Assisted customers with account inquiries and technical issues
- Resolved billing discrepancies
- Provided product information and recommendations
- Processed service orders and changes
- Maintained accurate customer records.
Education
Pre-Diploma/Higher Secondary Level -
Infant Jesus Convent
Melaka 01.2011 - 12.2012
Skills
Leadership
Certification
Hubspot Sales Software
Personal Information
Nationality: Malaysian
Languages
English, Malay, Tamil
Native language
English
Proficient
C2
Malay
Proficient
C2
Tamil
Proficient
C2
Timeline
Quality Assurance Lead
Infosys
07.2020 - 12.2023
Executive Incident Management Team
Infosys
10.2018 - 12.2021
Service Desk Analyst
GEIM
10.2018 - 12.2021
Digital Support Executive
Singtel
12.2016 - 12.2018
Customer Service Executive
Singtel
01.2015 - 12.2016
Customer Service Executive
StarHub
06.2013 - 12.2014
Pre-Diploma/Higher Secondary Level -
Infant Jesus Convent
01.2011 - 12.2012
Quality Assurance Manager
Nectar Group
3 2023 - Current
Similar Profiles
Andrea TollingerAndrea Tollinger
Cognitive & Academic Coach at The Nectar GroupCognitive & Academic Coach at The Nectar Group
ASANKA HERATHASANKA HERATH
Technical Specialist at Nectar Group Ltd.Technical Specialist at Nectar Group Ltd.
Seng Tuck LeongSeng Tuck Leong
Senior Manager - Operation at Mahkota GroupSenior Manager - Operation at Mahkota Group