divya yadav

Analyzed IVR system data using Excel and Splunk to identify defects and improve authentication success rates by 50%. Designed and executed 1,000+ IVR test cases using Cyara, improving call success rates by up to 90% for key business units.

Executed 60-100 manual test cases per sprint across multiple modules of Guardian's CPS system, validating end-to-end workflows and regression scenarios. Identified and logged 5-6 defects per sprint, ensuring full defect lifecycle tracking in Jira.

Designed and implemented a chatbot and IVR testing framework from scratch, standardizing quality checks across voice and digital channels. Validated DTMF and speech call flows, call routing logic, and CRM backend integration, improving speech recognition accuracy and reducing misrouting defects.

Developed and executed test plans and test cases for Centene's IVR and healthcare applications using Cyara and AWS Connect. Conducted chatbot testing on conversational flow and intent matching, and performed root cause analysis on defects.

Grade: 8.2 CGPA

Bachelor of Science degree from Bhavans Vivekananda College of Science, Humanities & Commerce, Hyderabad, with a CGPA of 8.2.

Completed IVR Application Testing training through Cyara Academy.