Summary
Overview
Work History
Education
Skills
Timeline
Generic

REENA D'SOUZA

Quality Assurance Specialist
VASAI (E)

Summary

Dedicated professional with demonstrated strengths in customer service, time management, and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with a strong background in cultivating positive relationships and exceeding goals.

Quality assurance professional with comprehensive background in ensuring highest standards of product quality. Proven ability to identify and address defects while maintaining strong focus on collaboration and results. Reliable and adaptable team player with skills in test planning, execution, and problem-solving, ensuring seamless adaptation to evolving project requirements.

Overview

18
18
years of professional experience
2008
2008
years of post-secondary education
4
4
Languages

Work History

Quality Assurance (QA) Specialist

Hire right background screening India LLP
06.2024 - Current
  • Company Overview: background screening company
  • Ensure the accuracy, compliance, and consistency of background screening reports by monitoring and improving internal processes, documentation, and communication.
  • Review completed background checks (criminal, education, employment, address, etc.) for accuracy and completeness.
  • Verify that screening reports meet internal quality standards and client-specific requirements.
  • Ensure correct spelling, formatting, and clear language in final reports.
  • Ensure all background checks adhere to: FCRA (Fair Credit Reporting Act), Local/state/international laws, Industry-specific compliance standards.
  • Perform regular audits to ensure documentation and procedures comply with legal standards.
  • Identify errors or inconsistencies and document them clearly.
  • Maintain logs of recurring issues and provide root cause analysis.
  • Generate QA reports and dashboards to track performance over time.
  • Work with operations teams to streamline and improve the accuracy of screening processes.
  • Propose SOP (Standard Operating Procedure) updates and best practices.
  • Implement corrective and preventive action (CAPA) plans for quality issues.
  • Train new team members on QA protocols and compliance guidelines.
  • Provide feedback and coaching to screening specialists or data entry teams.
  • Assist with the development of training materials based on quality trends.
  • Support client escalations related to report errors or disputes.
  • Ensure client specifications are implemented and regularly reviewed for quality checks.
  • Use QA systems, CRMs, and screening platforms to track, review, and log work.
  • Collaborate with IT/product teams to flag and fix system issues affecting output quality.
  • Background screening company
  • Strong attention to detail
  • Understanding of background screening components
  • Knowledge of regulatory standards (e.g., FCRA, GDPR)
  • Analytical and problem-solving abilities
  • Strong written communication
  • Process-oriented mindset

Senior Process Specialist Grade 5

First Data India Pvt Ltd/ Fiserv India Pvt Ltd
05.2019 - 05.2024
  • Identified areas for improvement by evaluating current and planned processes for effectiveness and cost-benefit.
  • Call audit and feedback for vendor call center team India.
  • Documented, researched, and resolved customer service issues.
  • Offered to assist with additional tasks to keep projects on-task and meet tight deadlines.
  • Identified issues and solutions to eliminate the backlog and maximize workflows.
  • Collaborated positively with peers and other staff members to maintain a friendly, supportive, and cooperative work atmosphere.

Technical Support

Sterling Talent Solutions
12.2016 - 12.2018
  • Handled program administrative, technical support, and recordkeeping requirements.
  • Reduced technical support issues, training staff in new software functionality.
  • Responded to and resolved technical support requests from team members.
  • Lines of Businesses handled: Employment Verification, Education Verification, Training and Support for New Joiners, Floor Support, Quality Check, Email Support for Technical Help, General Troubleshooting.

Customer Support Executive

IBM Global Services
04.2007 - 06.2016
  • Online & Telephone Banking Support.
  • Retained customer loyalty, finding the best possible solutions for each issue or concern.
  • Delivered top-tier support to customers via inbound and outbound calls, email, or chat requests.
  • Handled escalated complex or high-level issues demanding authoritative decisions or resolutions.
  • Helped new team members learn to navigate technical systems for ordering, account updates, and other actions.
  • Customer Service for Home Broadband.
  • Internet Connectivity Troubleshooting.
  • General Troubleshooting, L1 & L2 support.

Education

B. COM -

Mumbai University

H.S.C - undefined

Maharashtra State Board

S.S.C - undefined

Maharashtra State Board

Basic's in Computer Training Certified - undefined

NIIT

Skills

  • Basic of Computer operations
  • Software Installation
  • Microsoft Office (Word, Excel, PowerPoint)
  • Web Surfing
  • Mailing
  • Other Application Software's
  • Typing Speed 25-30 wpm
  • Windows XP
  • Windows 7
  • Process Improvement
  • Performance Analysis
  • Data Analytics
  • KPI Reporting
  • Inventory Tracking
  • Data Entry
  • Interpersonal Communication
  • Excellent Communication

Timeline

Quality Assurance (QA) Specialist

Hire right background screening India LLP
06.2024 - Current

Senior Process Specialist Grade 5

First Data India Pvt Ltd/ Fiserv India Pvt Ltd
05.2019 - 05.2024

Technical Support

Sterling Talent Solutions
12.2016 - 12.2018

Customer Support Executive

IBM Global Services
04.2007 - 06.2016

H.S.C - undefined

Maharashtra State Board

S.S.C - undefined

Maharashtra State Board

Basic's in Computer Training Certified - undefined

NIIT

B. COM -

Mumbai University

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REENA D'SOUZAQuality Assurance Specialist