Leandro Sousa

QA Tester with a background in telecom operations, with several years of experience in quality audits, process validation and performance analysis. Developed a strong quality mindset through call auditing, data validation and structured operational procedures, now applied to manual software testing practices. Focused on manual and exploratory testing, test case design and bug reporting.

Currently strengthening automation skills through personal projects and online training, while aiming to grow as a Manual QA / Junior QA Analyst within Agile teams.

Backoffice Agent - Operations Support at NOS Comunicações SA (2022-07 – 2025-05)

• Supported sales teams by reviewing requests, ensuring operational accuracy and managing customer data with strong attention to detail.
• Supported sales teams by reviewing requests, ensuring operational accuracy aligned with internal processes and business rules
• Managed customer data within internal leads with strong attention to detail and consistency across records
• Verified customer documentation to assist in new contracts or service terminations, validating information against defined criteria
• Maintained daily tracking and reporting of service requests, contributing to process visibility and quality monitoring
• Performed quality checks and call audits to ensure compliance with sales procedures

Team Leader – Sales Team at NOS Comunicações SA (2016-10 – 2021-06)

• Led and coached a sales team, monitored KPIs and conducted quality call audits to improve communication standards and performance.
• Led and coached a sales team, providing structured feedback based on quality guidelines
• Monitored KPIs and conducted quality call audit to improve communication standards and performance
• Supported daily operations, helping team practices follow internal procedures

Customer Sales Agent at NOS Comunicações SA (2013-09 – 2022-06)

• Delivered inbound customer support and sales interactions with a strong user-focused approach.
• Delivered inbound customer support and sales interactions with a strong user-focused approach
• Adapted communication to different customer profiles while validating service needs

Coursework toward Master's in Electrical and Computers Engineering in Electrical and Computers Engineering – Faculty of Engineering, University of Porto (FEUP) (2005 – 2012)