Mogammad Mia

Roles and Responsibilities:

• Develop and refine QA processes and procedures to ensure high-quality software delivery.

• Identify, log, and track bugs and defects, maintaining detailed documentation.

• Manage test schedules, coordinate bug fixes with developers, and review test bases.

• Design, prioritize, and execute test cases for Android, iOS, and Progressive Web Applications (PWA).

• Conduct manual and API testing, ensuring compliance with functional requirements.

• Validate databases, execute regression tests, and perform UI/UX validation.

• Provide test reports, track results, and maintain comprehensive test documentation.

• Collaborate with developers, project managers, and stakeholders to improve testing workflows.

• Participate in Scrum ceremonies, ensuring Agile best practices are followed.

• Some basic automation testing. Ability to write BDD cucumber syntax test cases.

Tools & Technologies:

Jira · Xray · Postman · Firebase · Netmera · CMS · Global App Testing · Figma · TestFlight · App Distribution · Headspin · Datadog · Visual Studio Code · Playwright · Github · Insomnia

Achievements:

Contributed to the application development & enhancement. Also, led the Progressive Web App development of Ayoba, Africa’s leading super-app, which achieved 35 million monthly active users by December 2023. Played a key role in improving user engagement through features such as the ‘Explore’ landing page, enriched messaging capabilities, and expanded content offerings including music, games, and channels.

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Roles and Responsibilities:

• Collaborate with business analysts to clarify requirements for conversational interfaces.

• Plan structured testing approaches for chat-based flows and virtual assistant interactions.

• Write and execute test cases focused on user intents, NLP responses, and flow accuracy.

• Identify and document bugs in conversational logic and track them through the entire defect lifecycle.

• Re-test resolved issues, update documentation, and ensure fixes meet acceptance criteria.

• Analyze test outcomes and optimize coverage and efficiency for chat-related features.

• Maintain test documentation and contribute to the shared QA knowledge base.

• Evaluate and improve team collaboration processes; lead discussions on refining QA strategy.

• Review project requirements, collaborate with developers, and provide feedback on design.

• Participate actively in Agile ceremonies: daily stand-ups, sprint planning, backlog grooming, reviews, and retrospectives.

• Conduct knowledge-sharing sessions and internal meetups to support continuous team improvement.

Tools & Technologies:

• Jira · Zephyr · Confluence · Insomnia · SQL Oracle · Splunk

Achievements:

Contributed & served as QA for Vodacom’s TOBi chatbot, ensuring high-quality user experiences across platforms like WhatsApp, My Vodacom App, and VodaPay. Contributed to TOBi’s ability to handle over 2 million queries monthly with 93%+ accuracy by validating chatbot flows, verifying multilingual support, and supporting regression and usability testing.

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Roles and Responsibilities:

• Plan, review, and approve leave requests to maintain optimal team availability and coverage.

• Facilitate pressure tests to ensure system stability and readiness under load.

• Coordinate handovers and communicate changes clearly to ensure smooth transitions between shifts or teams.

• Attend daily stand-ups and sprint meetings to stay aligned with project goals and team progress.

• Resolve team conflicts constructively to maintain a positive and productive work environment.

• Handle escalations promptly to minimize impact and maintain service continuity.

• Evaluate team and individual performance regularly to support growth and accountability.

• Perform first-line troubleshooting to quickly address and resolve technical issues.

• Ensure delivery with quality and precision, meeting business and customer expectations.

• Report to business on tasks and incidents in progress to maintain transparency and stakeholder confidence.

• Manage, update, and close tickets efficiently to keep workflows organized and track issue resolution.

• Assign tickets to the relevant department to ensure timely and appropriate handling of requests.

Tools & Technologies:

Jira · Confluence · Excel · Word · Google sheets · Sharepoint

Achievements:

Created a comprehensive knowledge book outlining key job terminology, processes, and best practices to support onboarding and consistent team performance.

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Roles and Responsibilities:

• Aim to resolve issues at first point of contact to ensure the customer can continue their day with minimal disruption.

• Monitor dashboards proactively to detect and address anomalies early.

• Document detailed reports for transparency and future reference.

• Log incidents accurately to ensure efficient tracking and resolution.

• Troubleshoot minor technical issues swiftly to reduce downtime.

• Escalate high-impact issues promptly to the relevant teams for quicker resolution.

• Send clear and timely communications to broader teams to keep everyone informed and aligned.

Tools & Technologies:

Jira · BMC Remedy · Confluence · Grafana · UiPath

Achievements:

Ensured efficient issue resolution by accurately logging and categorizing support tickets, improving response times and streamlining communication between users and technical teams.

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Roles and Responsibilities:

• Take customer calls and provide accurate, satisfactory responses to address their queries and concerns effectively.

• De-escalate situations with dissatisfied customers by offering patient, empathetic assistance and support.

• Guide callers through troubleshooting steps, navigating the company website, or using the products and services confidently.

• Review customer or client accounts and provide clear updates on billing, shipping, warranties, and other account-related items.

Tools & Technologies:

Contact Service Platform · SMART Agent Tool · Amazon Connect · Chime

Achievements

Contributed to Amazon’s achievement of record-breaking Prime Day customer support performance in 2019 by delivering timely, empathetic assistance as a Contact Centre Agent. Played a key role in maintaining high customer satisfaction during peak call volumes.