Saraswathy A/P Jysangar
Quality Assurance Analyst
Cheras
Summary
Self-motivated Quality Assurance Analyst with outstanding oral and written communication skills. Extensive knowledge in computer software development. Solid background performing quality assurance testing and consultative services for customers.
Overview
5
5
years of professional experience
3
3
Languages
Work History
Quality Assurance Analyst- Shopee
Transcosmos Ptd Ltd
11.2023 - Current
- Mentored and coached team members on QA topics and strategies.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Ensured customer satisfaction by verifying that products met specifications and functioned as intended before release.
- Collaborated with development teams to identify, track, and resolve software defects in a timely manner.
- Championed quality assurance initiatives within the organization by promoting a culture of continuous improvement and striving for excellence in all aspects of product development.
Customer Service Representative -Shopee
Transcosmos Ptd Ltd
02.2023 - 10.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Participated in training programs to enhance product knowledge and customer service skills.
- Maintained up-to-date knowledge of product and service changes.
Customer Service Representative-Shopeefood
Transcosmos Ptd Ltd
04.2022 - 12.2022
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained up-to-date knowledge of product and service changes.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Responded to customer requests for products, services, and company information.
Team Lead
Ivy Boutique
09.2021 - 03.2022
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Coached team members in techniques necessary to complete job tasks.
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Quickly and accurately counted drawers at start and end of each shift.
- Assisted customers by answering questions and fulfilling requests.
- Balanced cash drawers at the end of each shift, ensuring accuracy in financial reporting.
- Managed cash registers, ensuring accurate accounting and reducing discrepancies in daily reports.
- Provided backup support during high traffic periods by stepping into cashier roles when necessary.
- Trained team members on cash register operation and cash handling.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Restocked and organized merchandise in front lanes.
- Helped customers complete purchases, locate items, and join reward programs.
Childcare Educator
Choo Choo Train
01.2021 - 07.2021
- Enhanced children''s cognitive and social development by implementing age-appropriate activities and games.
- Consulted with parents to build and maintain positive support networks and support continuing education strategies.
- Communicated with parents and other staff about student progress.
- Implemented developmentally and culturally appropriate curriculum for children, creating positive, and safe classroom environments.
- Helped new preschool children get used to classes by giving one-on-one support.
- Created safe and nurturing learning environment for preschoolers.
- Organized activities to teach preschool children foundational learning skills such as letters and numbers.
- Established positive relationships with students and families.
- Organized and supervised large and small group activities.
- Utilized creative teaching strategies to engage students in classroom.
- Monitored classroom to verify safe and secure environment.
- Taught hand washing and proper use of utensils to promote good hygiene and etiquette habits.
- Gathered materials and resources to prepare for lessons and activities.
- Implemented curriculum to enhance classes with learning-focused activities.
- Assisted in preparation of meals and snacks to provide children with proper nutrition.
- Engaged with children on individual basis to build positive relationships and promote learning.
- Sanitized toys and play equipment each day to maintain safety and cleanliness.
- Documented behavior, development and learning of children to enable tracking history and maintain accurate records.
- Maintained tidy environment to comply with cleanliness and sanitation standards.
- Communicated with children's guardians about daily activities, behaviors and related issues.
Education
Bachelor - Early Childhood Education
04.2001 -
Diploma - Early Childhood Education
04.2001 -
Skills
Quality assurance
Problem-solving analysis
Quality assurance controls
Quality processes
Conflict resolution skills
Coaching and guidance
Data-driven decision making
Comprehensive report evaluation
Collaborative problem-solving assistance
Quality improvement strategies
Logical evaluation
Effective problem resolution
Flexible problem-solving
Effective time management
Strong communication skills
Timeline
Quality Assurance Analyst- Shopee - Transcosmos Ptd Ltd
11.2023 - Current
Customer Service Representative -Shopee - Transcosmos Ptd Ltd
02.2023 - 10.2023
Customer Service Representative-Shopeefood - Transcosmos Ptd Ltd
04.2022 - 12.2022
Team Lead - Ivy Boutique
09.2021 - 03.2022
Childcare Educator - Choo Choo Train
01.2021 - 07.2021
Open University Malaysia - Bachelor, Early Childhood Education
04.2001 -
Kolej Poly TECH Mara - Diploma, Early Childhood Education
04.2001 -