Senior Director, Quality Engineering & Agile Practices at Concora Credit (2022-01 – 2026-08)
Directed Quality Engineering, Agile Practices, and release governance for a PCI DSS-regulated financial services company within a 200-person global technology organization (U.S., India, Mexico). Managed a multimillion-dollar budget and a leadership team spanning QA, Performance Engineering, and QE Architecture, with scope expanding to include Process Engineering, IT Change Management, and ServiceNow platform ownership.
- Embedded SDETs within delivery teams, then evolved Quality Engineering to a federated model in 2025, moving SDETs under delivery leaders with a dotted line to a Center of Excellence that retained governance, standards, QE architecture, performance engineering, systems integration testing, and enablement.
- Reduced major incidents by approximately 70% by strengthening quality practices, release governance, root-cause analysis, and data-driven continuous improvement.
- Cut regression time by 50% by modernizing the automation strategy, moving UI testing to Playwright, adopting BDD for test design, expanding API test coverage, and integrating quality gates into CI/CD pipelines.
- Positioned the CoE as an internal advisory service, partnering with engineering and business leaders to identify quality and delivery risks, guide targeted improvements, and scale successful practices across teams.
- Defined the AI-enabled Quality Engineering strategy and launched Claude/MCP initiatives to improve requirements quality, accelerate test design, and expand regression and unit-test coverage.
- Built enterprise Performance Engineering and resilience capabilities using JMeter for load, stress, and stability testing, shifting performance validation earlier to catch scalability risks before production.
- Established a Systems Integration Testing capability to validate end-to-end customer journeys across internal and third-party platforms, reducing cross-system integration risk before release.
- Established mobile quality strategy for iOS and Android across functional, automation, and performance testing.
- Reduced emergency changes by approximately 60% as Change Advisory Board (CAB) approver for approximately 150 monthly changes, holding change authors accountable for approval readiness and implementing risk and outcome metrics.
- Created a Release Readiness process requiring engineering leader sign-off on test results and coverage, deferred defects, UAT outcomes, and performance testing before major releases.
- Reduced repeat customer-reported incidents by 15% by leading issue-prevention initiatives across IT and Operations, addressing both software defects and operational process gaps.
- Owned ServiceNow platform strategy and governance, directing platform support, integrations, and roadmaps.
- Advanced Agile delivery practices across the SDLC and standardized Azure DevOps workflows, test practices, traceability, and reporting, strengthening planning, dependency management, and delivery predictability.
Director of Quality Engineering at Concora Credit (2021-04 – 2021-12)
- Transformed a 30+ person, vendor-heavy QA organization, hiring two QA managers to strengthen accountability, optimize the workforce mix, and lead the transition from manual testing to SDET-led automation.
- Recruited a QE Architect and Performance Engineering Manager to build core technical leadership and expand architecture and performance capabilities.
JDR Marketing (2019-11 – 2021-04)
- Managed accounting, client proposals, and client relationships for marketing engagements during COVID.
Director, Quality Engineering at Virtustream (A Dell Technologies Business) (2014-05 – 2019-11)
Directed global Quality Engineering, ServiceNow, and Technical Publications organizations across four countries (U.S., Lithuania, Bulgaria, India), supporting enterprise cloud IaaS and SaaS platforms. • Repositioned Quality Engineering from a centralized testing function to an embedded delivery model, supported by a CoE for standards, governance, and automation strategy.
- Reduced defect escape rates by 33% and cut regression time by 50% by standardizing automation across cloud platforms and adopting BDD for test design, while partnering with developers to expand unit-test coverage by 40%.
- Built Performance Engineering capabilities, recruiting a dedicated leader and introducing non-functional testing to validate scalability across enterprise cloud IaaS and SaaS platforms.
- Established Systems Integration Testing to validate end-to-end customer journeys in production-like environments and reduce pre-deployment integration risk.
- Improved delivery predictability to 95% by advancing Agile practices across global teams and developing shared Agile and CI/CD maturity models.
- Owned enterprise ServiceNow strategy and governance, directing the platform roadmap, delivery, support, and integrations across IT.
Director, QA & Technical Publications at Fiserv (2011-10 – 2014-02)
Reported to the CTO and led a 42+ person global Quality Engineering and Technical Publications organization across the U.S. and India, supporting two PCI-regulated payment platforms, PEP+ ACH and Source Capture. Managed a multimillion-dollar budget and directed enterprise quality, release readiness, and documentation capabilities.
Manager, Quality Assurance Services at The Home Depot
Led U.S. QA and India vendor teams supporting merchandising systems; managed a $14M budget.
Director, Quality Assurance at TSYS Loyalty
Directed four Quality Assurance teams supporting loyalty rewards platforms.
QA Manager at CheckFree Corporation (Fiserv)
Progressed from Quality Engineer to QA Manager over 10 years, building quality capabilities through the company's first Agile adoption for SaaS bill-payment platforms serving 2,500+ financial institutions, including Wells Fargo and Bank of America; separately led the Bank of America/MBNA integration initiative.
