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Quality Assurance Process For Leading Telecom Industry of Bahrain

quality-assurance-quality-control
Our client, a fintech company offering online banking, mobile payment solutions, and investment platforms, sought to enhance the security of their web and mobile applications. Given the sensitive nature of financial transactions and customer data, the company initiated a thorough Quality Assurance (QA) process to ensure their platforms met the highest standards of security. The goal was to implement robust security measures, ensure compliance with financial regulations such as PCI DSS and GDPR, and proactively identify and mitigate potential vulnerabilities across all channels. By leveraging Robotic Process Automation (RPA), they were able to streamline and accelerate their security testing, ensuring a more efficient identification of vulnerabilities and reducing manual errors. This comprehensive QA process aimed to safeguard customer data, secure transactions, and minimize cyber threats, ensuring a trusted and reliable experience for users.
review
Larissa May
FINTECH CUSTOMER

The Results

The process primarily audits customer orders submitted in the Siebel system. It ensures the authenticity of each order by cross-referencing the provided supporting documents with the account owner’s details. Additionally, the process also includes validation of signatures on the documents. This thorough validation ensures that the order details are accurate and legitimate, aligning with the account information.

  • As-is Process
  • To-be Process
  1. Orders created in the Siebel system are reflected in the UDMS system. The UDMS admin must review all the cases raised and then manually distribute and assign these cases equally among the available Quality Assurance staff for auditing.
  2. The Quality Assurance staff must log into the UDMS application to view their assigned cases. They then must manually open the corresponding order in Siebel. This involves manually opening each document uploaded with the order and painstakingly cross-checking the order details and customer account information by navigating through various screens in Siebel.
  3. The staff must verify the details along with the Signature. Also, the details to be validated depend on the various business rules maintained for every different order type.
  4. After completing the audit, the staff must navigate back to the UDMS application, locate the specific case, and then decide whether to approve or reject the case, adding detailed reasons for their decision.
  1. Orders created in the Siebel system are seamlessly reflected in the UDMS system. The bot, acting as an admin, validates the cases and assigns them to itself for auditing purposes.
  2. The bot performs the audit by accessing documents and Siebel data from the backend, streamlining the process and eliminating manual navigation.
  3. The bot sends the documents to ABBYY Vantage for detail extraction and conducts the audit based on business rules tailored to each order type.
  4. After auditing, the bot creates an Interact case displaying the audit results, any discrepancies observed, and the supporting details necessary for the audit.
  5. Interact cases are then equally assigned among the QA staff, ensuring balanced workloads.
  6. QA staff simply validate the audited results in Interact and verify customer signatures by opening the documents directly within Interact, enhancing efficiency.
  7. If ABBYY fails to extract correct details due to improper or low-quality documents, the staff can perform the audit within Interact itself, as all required details are consolidated in one place.
  8. Once the QA staff complete their final validation, they approve or reject the case directly in Interact.
  9. After the QA staff audits the case, the bot accesses the UDMS system and directly approves or rejects the case based on the staff’s input
  10. Additionally, the bot generates daily reports for the QA admin, providing essential stats and audit results for all cases, and facilitating better oversight and decision-making.
Quality-Assurance-Process
  • Efficiency and Speed
  • Accuracy and Consistency
  • Reduced Manual Effort
  • Enhanced Document Handling
  • Improved Oversight and Reporting

The Quality Assurance process revealed several critical and high-severity vulnerabilities in both the web and mobile applications. By promptly addressing these issues, the client was able to significantly enhance the overall security of their platform. Key vulnerabilities included SQL injection, broken access controls, insecure data storage, and improper API communication, all of which posed significant risks to the confidentiality and integrity of financial data. Following the resolution of these issues, the client’s platform became more resilient to cyber threats, while ensuring ongoing compliance with essential regulations like PCI DSS and GDPR.

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