Case Study

Quality Assurance Audit for a Spanish Fintech Company

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Reduced Customer Support Costs

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Increase in Customer Satisfaction

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Faster Feature Releases

Full Visibility into the SDLC

The QA audit allowed the company to gain complete visibility into their software development processes. This transparency empowered the team to make informed decisions, avoid risks, and ensure high-quality releases at every stage of development.

Faster Feature Releases

By improving efficiency throughout the SDLC and increasing test coverage, the company was able to speed up feature releases by 24%. The streamlined process allowed the company to introduce new features to the market much faster, gaining a competitive advantage.

Client Overview

A prominent Spanish Fintech company recognized that its software development lifecycle (SDLC) lacked the necessary visibility and efficiency, impacting both the speed of feature releases and the overall customer experience. The company decided to perform a comprehensive Quality Assurance (QA) audit, targeting key areas in their processes. With strategic improvements based on the audit, the company was able to streamline operations, enhance product quality, and drive significant business outcomes.

Challenge

The Fintech company faced several challenges due to gaps in their QA processes:

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Lack of visibility across the SDLC

There was limited transparency throughout the development cycle, making it difficult to pinpoint issues early on and optimize resources.

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Slow Feature Releases

Product development cycles were longer than necessary, delaying the launch of new features that could provide a competitive edge in the fast-paced Fintech market.

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High Customer Support Costs

As bugs and issues persisted, customer support costs increased, with more resources allocated to resolving complaints.
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Low Customer Satisfaction

The recurring issues and delays in updates led to a decline in customer satisfaction (CSAT), affecting retention and brand reputation.

Solution

To address these challenges, the Fintech company initiated a thorough QA audit of their existing processes. The audit was designed to identify inefficiencies and provide a roadmap for improvement. The steps included:
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Comprehensive QA Audit

A team of QA experts conducted an in-depth assessment of the company’s testing protocols, tool usage, and team workflows. They evaluated key areas such as test coverage, automation, and communication between development and QA teams.
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Enhanced Testing Protocols

Based on audit findings, the company implemented more robust testing methodologies. Automated testing was introduced to cover repetitive tasks, while manual testing efforts were focused on high-priority areas. This shift helped to identify bugs early and ensure higher quality releases.
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Improved Collaboration

Stronger collaboration was established between the development, QA, and product teams, ensuring continuous feedback loops and quicker issue resolution.
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Optimized SDLC Process

The company streamlined the SDLC by introducing agile testing practices, allowing for faster iteration and faster integration of new features. This made the process more adaptive to changes and aligned with the company’s goals for faster feature deployment.
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Continuous Monitoring and Reporting

eal-time reporting and monitoring tools were deployed to track progress at each stage of the SDLC, providing visibility into potential risks and bottlenecks, and enabling proactive decision-making.

Impact

Before

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Chaotic, opaque, and unpredictable QA process

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Bugs constantly slipping into the customers’ environments

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Unverified performance tests’ results

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Up to 90% of customer support requests required input from senior-level specialists

After

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Streamlined, transparent, organized, and manageable QA process

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Bugs identified and addressed early in the development phase

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Performance testing with 99.99999% accuracy

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Junior engineers handle up to 75% of customer support inquiries

Conclusion

The thorough QA audit and subsequent strategic fixes significantly transformed the operations of the Spanish Fintech company. By optimizing their testing procedures, improving collaboration, and enhancing the SDLC, the company was able to release new features faster, reduce customer support costs, and increase customer satisfaction. The case highlights the importance of a proactive approach to QA in ensuring software quality, accelerating time-to-market, and improving customer experience in a competitive industry.

Techzooni’s ML experts seamlessly integrated with our in-house team. In addition to their hands-on expertise with LLMs, they bring a business-oriented approach to tackling tech challenges. This contributed to the team delivering ahead of schedule, leaving us excited for future projects.

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Digital Travel and Hospitality Agency

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