Valeria Quintero

# QA & Customer Experience Specialist

Location Caracas, VenezuelaDesired Salary UnspecifiedWork preference Remote Only / Full TimeLinks Status   Actively looking Field / Industry Customer Success

* SharePreferences:Job Level: JuniorRelocation: NoNotice Period: ImmediateCategory: Customer SuccessSkill Assessments:This user has not passed any tests yet

Languages:  English -   Spanish -

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[Overview](#overview)

## About Me

I am a bilingual (English/Spanish) QA and Customer Experience Specialist with a strong background in software testing, healthcare operations, and Agile environments. I have developed expertise in functional testing, defect tracking, and workflow optimization, which allows me to identify user pain points and improve processes effectively. My attention to detail and proactive problem-solving skills help me advocate for quality, reducing rework and enhancing user experience.

In my current role as a Bilingual Assistant / Patient Care Advisor, I manage over 50 patient interactions daily, coordinating communication between healthcare providers and Spanish-speaking patients. I lead onboarding processes, ensure accurate documentation, and maintain structured tracking systems to improve workflow visibility. I am experienced in handling sensitive data in compliance with HIPAA standards and excel at de-escalating difficult situations with empathy and transparency.

Previously, I worked as a Functional QA Intern where I performed functional and regression testing in Agile Scrum environments. I created and maintained test cases and QA documentation, identified and reported numerous defects per sprint, and contributed to process improvements within the QA workflow. I also conducted multi-environment testing, uncovering language-specific bugs that impacted user experience.

I have experience managing customer service and operations in a family business setting, where I improved inventory and financial tracking systems using Excel, streamlined administrative workflows, and resolved customer issues independently. This diverse background has strengthened my ability to work cross-functionally and communicate effectively with stakeholders.

Additionally, I designed and implemented a QA Workflow Optimization Tool that standardized task tracking and improved testing efficiency for QA interns. This project helped streamline testing processes and enabled faster onboarding and more consistent execution of test cycles.

I am currently pursuing a Bachelor of Software Development to further enhance my technical skills and knowledge in the field. I am passionate about quality assurance and customer experience, and I am eager to contribute my skills to a dynamic team.

## Skills

### [Communication Skills](https://jobicy.com/talent/communication-skills.md)[Problem Solving](https://jobicy.com/talent/problem-solving.md)[Python](https://jobicy.com/talent/python.md)[Customer Service](https://jobicy.com/talent/customer-service.md)[Java](https://jobicy.com/talent/java.md)[Process Improvement](https://jobicy.com/talent/process-improvement.md)[HTML](https://jobicy.com/talent/html.md)[Quality Assurance](https://jobicy.com/talent/quality-assurance.md)[Empathy](https://jobicy.com/talent/empathy.md)[Selenium](https://jobicy.com/talent/selenium.md)[Regression Testing](https://jobicy.com/talent/regression-testing.md)

## Education

BYU-Pathway Worldwide  Sep 2024  Bachelor of Software Development

## Experience

Bilingual Assistant / Patient Care Advisor @ Access Salud C.A. (for Sun River Health)  Jun 2025 - Present Manage 50-70 patient interactions daily, coordinating communication between providers and Spanish-speaking patients. Lead end-to-end onboarding, ensuring accurate intake, documentation, and system setup in ECW. Reduce onboarding delays by proactively identifying missing information early, minimizing back-and-forth and processing time. Maintain structured tracking systems for patient records, improving organization and workflow visibility. Identify scheduling conflicts and resolve issues before escalation, ensuring smooth care coordination. Handle sensitive data in compliance with HIPAA standards. De-escalate difficult situations through empathy, transparency, and solution-oriented communication, improving overall patient experience.

Functional QA Intern @ Grupo Bit (COE Web)  Nov 2023 - Apr 2025 Performed functional and regression testing across application features in Agile (Scrum) environments. Created, maintained, and updated test cases and QA documentation aligned with evolving product requirements. Identified and reported an average of 68 defects per sprint, contributing to improved product stability. Conducted multi-environment testing (EN/ES), uncovering language-specific bugs affecting user experience. Tracked and managed defects using Zentao, ensuring clear communication with developers. Escalated overlooked issues to leadership, preventing rework and repeated sprint cycles. Analyzed recurring defects and contributed to process improvements within the QA workflow.

Customer Service & Operations @ Family Business  Nov 2020 - Aug 2023 Managed daily operations including customer service, payments, and inventory tracking. Built structured Excel-based systems to track inventory and finances, improving accuracy and efficiency. Streamlined administrative workflows, reducing manual errors and improving reporting consistency. Resolved customer issues independently, maintaining service quality in high-demand environments.