Desiree Satinitigan
Talisay City, Province Of Cebu
Summary
Accomplished QA Manager at Qualfon Philippines, Inc., adept in Agile methodologies and cross-functional team leadership. Streamlined QA processes, enhancing product quality and customer satisfaction. Expert in QA automation and continuous improvement, significantly boosting department efficiency. Demonstrates exceptional problem-solving abilities and a commitment to excellence. Knowledgeable QA Manager with expertise in quality assurance processes and team leadership. Successfully implemented QA automation that improved product reliability and reduced defect rates. Demonstrated problem-solving skills and strong attention to detail in fast-paced environments.
Overview
15
15
years of professional experience
Work History
QA Manager
Qualfon Philippines, Inc.
01.2022 - Current
- Increased customer satisfaction with products by ensuring consistent quality across all platforms and devices.
- Streamlined QA reporting process, expediting resolution times for critical issues.
- Optimized test case coverage by identifying gaps in existing test plans and devising new strategies for comprehensive testing.
- Promoted continuous learning within the QA department through regular workshops and trainings focused on evolving industry best practices.
- Managed cross-functional teams to ensure seamless coordination between QA, Learning and Development, and Operations departments.
- Conducted root cause analysis on recurring defects, implementing corrective measures to prevent future occurrences.
- Collaborated with stakeholders to establish key performance indicators for the QA team, driving continuous improvement efforts throughout the organization.
- Improved overall efficiency of the QA department through strategic planning and resource allocation.
QA Supervisor
Qualfon Philippines, Inc.
04.2021 - 12.2022
- Collaborated with stakeholders to establish key performance indicators for the QA team, driving continuous improvement efforts throughout the organization.
- Established a culture of collaboration within the QA department, fostering open communication channels among team members.
- Reduced software defects by closely monitoring QA processes and providing timely feedback to the development team.
- Championed data-driven decision-making within the QA team, leveraging analytics tools to monitor progress and identify areas for improvement.
- Improved overall efficiency of the QA department through strategic planning and resource allocation.
QA Analysts
Qualfon Philippines, Inc.
01.2012 - 04.2021
- Streamlined QA processes for better efficiency, implementing standardized QA rubrics across multiple programs.
- Supported timely project completion through efficient prioritization and execution of tasks.
- Identified opportunities for automation, implementing script-based tests to minimize manual effort and increase accuracy.
- Managed defect reporting process, ensuring clear communication with stakeholders regarding issue status and resolution timelines.
- Promoted a culture of continuous improvement, regularly reviewing and refining QA processes and methodologies.
- Contributed to the establishment of performance benchmarks, tracking QA metrics over multiple development cycles.
- Maintained robust documentation of QA Rubric, providing valuable QA insights for future development efforts.
Sales Representative
Qualfon Philippines, Inc.
06.2011 - 01.2012
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Expanded customer base through outbound calling, sales pitch, and relationship building.
- Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
- Developed tailored solutions in response to unique customer needs, increasing overall satisfaction rates.
- Increased sales revenue by identifying and targeting high-potential accounts.
Customer Service Representative
Qualfon Philippines, Inc.
04.2010 - 06.2011
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
Bachelor of Secondary Education - Mathematics
University of Cebu
Cebu City, Province Of Cebu, Philippines03-2010
Skills
- Agile methodologies proficiency
- Quality Assurance Expert
- Process improvement strategies
- Cross-functional team leadership
- Continuous improvement implementation
- QA Automation expert
- Business Review Presentations
- QA Dashboard Reporting
- Problem-solving abilities
- Multitasking Abilities
- Time management abilities
- Performance monitoring
- QA Process Improvement
- Root Cause Analysis & Insights
- Corrective Action Planning
- Cross-Functional Collaboration
- Process Mapping
- Six Sigma Methodologies
Accomplishments
- Used Microsoft Excel to develop QA Dashboards for all programs under my bucket.
- Pilot QA Automation to tailor fit program need.
- Achieved client variance by introducing QA Process Map for client crosscheck tasks.
- Supervised team of over 30 staff members.
- Correlating QA vs CSAT led to a QA Form adjustment with accuracy and efficiency.
Timeline
QA Manager
Qualfon Philippines, Inc.
01.2022 - Current
QA Supervisor
Qualfon Philippines, Inc.
04.2021 - 12.2022
QA Analysts
Qualfon Philippines, Inc.
01.2012 - 04.2021
Sales Representative
Qualfon Philippines, Inc.
06.2011 - 01.2012
Customer Service Representative
Qualfon Philippines, Inc.
04.2010 - 06.2011
Bachelor of Secondary Education - Mathematics
University of Cebu
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