Define and execute the comprehensive quality strategy for web and mobile platforms, prioritizing coverage based on risk, business impact, and functional criticality. Design test plans by user story and strengthen the shift-left approach through refinements, acceptance criteria, and early requirements validation. Standardized defect reporting in Jira, improving traceability, clarity, prioritization, and coordination between QA, Development, and Product. Contributes to requirement specification and user stories, aligning backlog, priorities, and value delivery with client needs.

Designed and implemented the customer support area from scratch, defining processes, SLAs, service flows, and escalation mechanisms. Implemented Jira Service Management, dashboards, and automations to ensure traceability and efficient request management. Reduced response time by 60% and improved customer satisfaction by 45% through metrics, omnichannel management, and continuous improvement.

Led agile transformation and quality culture in multiple teams using Scrum, Kanban, and Scrum of Scrums, strengthening self-management and strategic alignment. Implemented SQA, automation, and CI/CD integration strategies that helped reduce production defects by 30%. Designed manual testing strategy for Cross Suite, reducing test cycle by 35% and improving regression efficiency. Directed selection, training, and development of the QA team; coaching and agile maturity programs sustained annual productivity improvements of at least 20%. Established quality and performance KPIs that increased operational efficiency by 25% and enabled data-driven decisions.

Executed quality strategies for banking sector clients, including Davivienda, Banco Pichincha, and Bancompartir, under practices aligned with ISTQB CTFL. Planned and executed functional tests and supported performance tests, strengthening early detection, traceability, and defect reporting. Improved collaboration between QA and Development, reducing incident resolution times and ensuring deliveries aligned with the business.

Participated in the design and development of enterprise applications with Spring and Django, providing a solid technical foundation for the validation of architecture, APIs, and code. Deployed solutions on IBM Cloud and integrated CI/CD practices to improve deployment and maintenance efficiency. Designed relational models in SQL and prepared user stories, use cases, manuals, and technical documentation to ensure operational continuity.