Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Laura Moreno

Laura Moreno

Quality Assurance | Service Delivery | CX Experience
Dublin

Summary

Quality Assurance professional with over 6 years of experience specialising in manual and regression testing, auditing, LLM, and process improvement in AI, software, and human capital sectors. Skilled in workflow and Agile methodologies, along with several PM tools and CSM. I combine technical QA skills with project management experience and data analysis to ensure customer problem-solving, operational efficiency and SLA compliance.

Overview

11
11
years of professional experience
2
2
Languages

Work History

Quality Data Analyst

Telus International
10.2024 - 05.2025
  • Manual testing of LLM (Large Language Model) capabilities.
  • Conducted quality audits for annotators for an AI project.
  • Developed and continuously updated data annotation procedures and guidelines.
  • Provided actionable insight to maintain consistency on annotation and data quality.

Project Manager

Context LTD
03.2024 - 08.2024
  • Delivered national-level language interpretation services for 10+ key clients.
  • Coordinated interpreters' scheduling, and workload distribution.
  • Processed 2,000+ monthly bookings (50% of total requests) as part of a team.
  • Generated quotes and ensured efficient resource allocation.

Customer Support Analyst

Oracle
08.2023 - 03.2024
  • Delivered technical and account solutions for the hospitality clients.
  • De-escalated backlog queues and tasks.

Associate Quality Designer

Electronic Arts
09.2021 - 02.2023
  • Quality control of FIFA Cross-Play functionality pre- and post-Launch.
  • Executed cross-platform and environment manual, regression and usability testing.
  • Tracked bugs on Jira and Jaas.
  • Reviewed backlog from previous sprints.
  • Coordinated, executed, and documented weekly releases on TestRail.
  • Collaborated with the Automation team for large-scale product deployments.
  • Delivered retrospective and weekly updates on the project.
  • Documented updated, release results, workflows, and processes in Confluence.
  • Worked with Agile Methodology.

Quality Assurance Analyst

Electronic Arts
01.2019 - 09.2021
  • Conducted weekly quality evaluations across global sites and languages.
  • Provided actionable feedback to meet KPI and an action plan for underperforming agents.
  • Prepared and led monthly calibration sessions.
  • Delivered quality metrics.
  • Led mentoring sessions for two mentees.
  • Onboarded new hires into quality procedures, score metrics, and dispute resolution.
  • Managed disputes against the established processes.

Agent in customer service

Electronic Arts
04.2018 - 12.2018
  • Technical, accounts and billing support.

Project Team Lead

Vector ITC
01.2017 - 07.2017
  • Coordinated and deployed an e-learning project, managing platform configuration, scheduling, and training materials.
  • Tracked training activities with instructors, delivered weekly performance results and attendance.

Training & Development Coordinator

Deloitte
09.2014 - 09.2015
  • Planned and distributed training schedules and followed up on attendance.
  • Coordinated training materials, handbooks, and documentation.
  • Oversaw end-to-end training logistics: Coordinating in-office & off-site training and Conference facilities.

Education

TEFL and TESOL - English Language

The TEFL Institute Ireland
Ireland
05.2024 - 10 2024

White Belt Six Sigma -

Six Sigma Management Institute
01.2023 - 1 2023

Business Data Analytics - Data Analytics

Galway Business School
Galway, Ireland
01.2021 - 5 2021

Training Delivery & Evaluation - undefined

Galway Technical School
01.2019 - 4 2019

Business Management & Information System

Galway Technical School
Galway
05-2018

Business Administration & Finance | Bachelor -

Luis Buñuel
09.2011 - 6 2014

Skills

SOFTWARE & TOOLS

Jira Jass TestrailSalesforces Confluence SRT

QUALITY ASSURANCE

Agile E2E UX Data Annotation Functionality Testing

Timeline

Quality Data Analyst

Telus International
10.2024 - 05.2025

TEFL and TESOL - English Language

The TEFL Institute Ireland
05.2024 - 10 2024

Project Manager

Context LTD
03.2024 - 08.2024

Customer Support Analyst

Oracle
08.2023 - 03.2024

White Belt Six Sigma -

Six Sigma Management Institute
01.2023 - 1 2023

Associate Quality Designer

Electronic Arts
09.2021 - 02.2023

Business Data Analytics - Data Analytics

Galway Business School
01.2021 - 5 2021

Quality Assurance Analyst

Electronic Arts
01.2019 - 09.2021

Training Delivery & Evaluation - undefined

Galway Technical School
01.2019 - 4 2019

Agent in customer service

Electronic Arts
04.2018 - 12.2018

Project Team Lead

Vector ITC
01.2017 - 07.2017

Training & Development Coordinator

Deloitte
09.2014 - 09.2015

Business Administration & Finance | Bachelor -

Luis Buñuel
09.2011 - 6 2014

Business Management & Information System

Galway Technical School

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Laura MorenoQuality Assurance | Service Delivery | CX Experience