Operational Excellence & Change Manager (Lean Six Sigma, ERP)

Led process improvement initiatives using Lean Six Sigma methodologies (Kaizen, DMAIC, RCA, FMEA, 5 Whys) to optimize workflows, reduce defects, and improve service efficiency. Collaborated with clients and stakeholders to gather requirements and implement solutions aligned with business objectives. Mentored and coached junior QA professionals, strengthening quality standards and Agile testing practices. Drove continuous improvement and quality assurance initiatives ensuring compliance with industry standards.

Performed detailed audits on team performance including ticket reviews and customer service call assessments using structured Quality Score Sheets. Created and maintained monthly Quality Dashboards presenting key metrics such as quality scores, KPI trends, RAG analysis, and defect reports. Monitored and evaluated PKT scores, tracked performance against KRAs, and ensured compliance with quality standards.

Diagnosed and resolved complex bugs and glitches, ensuring high-quality deliverables while actively participating in the defect life cycle from identification to resolution. Led defect tracking efforts using JIRA, MANTIS, and BUGZILLA. Collaborated closely with development and testing teams to design, implement, and maintain solutions meeting client needs for functionality, scalability, and performance.

Developed automated campaigns and test cases with Selenium, speeding up testing cycles and delivering consistent, reliable results. Skilled in Stress, Load, Performance, Regression, Data-Driven, Automated, Mobile, and Cross-Browser Testing. Enhanced software quality through the design and implementation of robust automated testing solutions.