As a QA / senior process specialist I acted as the focal point of contact for the team, working with different branches and departments ensuring that processes and reports are executed in a timely manner with the focus on accuracy and quality according to the established guidelines and SOPs. Whenever an opportunity arises, like system or procedural issues, an in-depth analysis is performed, aimed at improving
service levels, customer satisfaction and quality of output provided while ensuring that these are resolved within a defined timeline to ensure no/minimum impact to customers or the businesses. I then make sure that a knowledge base is created and maintained with a log of all processes and system issues encountered along with workarounds / solutions identified to use as one of the knowledge management tools within the team. These are inline with the groups aim for continuous improvement and to coach, mentor and train tea-----------mbers to continuously improve their
skills and knowledge levels.
I want to be able to bring my expertise and experience as a QA / senior process specialist to help improve service processes and customer satisfaction scores and simplify and standardize processes ensuring that the thrust of ‘Trust, Cared for and Pleased’ is foremost in all activities undertaken
