Karan Phale

Detail-oriented IT professional with 5+ years of experience in quality assurance, operations, and client account management across enterprise environments. Proven track record in end-to-end test management, accessibility compliance, SLA-driven operations, and cross-functional stakeholder collaboration. Experienced with global clients across healthcare, financial services, and technology sectors, with a consistent focus on quality, compliance, and continuous improvement.

Senior Representative – Operations at Concentrix (2025-06 – 2026-02)

• Managed end-to-end BPO account operations ensuring consistent SLA/KPI adherence; conducted process quality checks and implemented corrective measures to improve first-contact resolution rates.
• Coordinated with cross-functional teams to resolve escalations; generated daily/weekly/monthly MIS reports and supported onboarding and training of new team members.

Freelance IT Consultant at Self-Employed (2023-05 – 2025-05)

• Delivered QA and accessibility testing across web and mobile platforms ensuring compliance with WCAG 2.1/2.2, ADA, AODA, and DDA; authored test plans, test cases, and defect reports in JIRA and Confluence.
• Performed assistive technology testing (JAWS, NVDA, VoiceOver) and delivered prioritised audit reports; managed client relationships end-to-end and built Mindcraft, a mental health awareness web platform.

Quality Assurance Analyst at Deloitte USI (2020-09 – 2023-04)

• Executed functional, regression, smoke, sanity, UAT, integration, and visual test cycles for 6 enterprise clients — Illumina, TransAmerica, VMware, HCSC, Herbalife, and Toyota — across Agile and Waterfall SDLC.
• Designed test plans, RTMs, and defect logs; tracked defect life cycles in JIRA, Azure DevOps, qTest, and Zephyr; collaborated with developers, BAs, and PMs for timely release readiness.
• Served as primary QA stakeholder contact — communicated test progress, risk assessments, release readiness, and contributed to process improvements that reduced defect leakage.

BSc in Information Technology – K.E.S. Shroff College, Mumbai University (2016 – 2019)