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Senior Quality Assurance Officer

United Kingdom
October 24, 2016

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*A Crummock Close, Slough SL* 6EN

Mob: 079******** home: 016**-******



A highly organised Senior Administrator seeking to progress a career in Human Resources. My career objectives are supported by studying the HR CIPD level 3 qualification. I have experience working in commercially focused organisations, with an eye for detail and a proven ability to prioritise workloads and achieve deadlines. Superb interpersonal skills with a natural interest in the way people work.


Strong attention to detail and accuracy.

Personable and able to use discretion e.g. ensuring feedback remained within the feedback loop only i.e. between managers and individual

Used interpersonal skills to ensure feedback was met receptively, amongst my team as well as other teams across the business.

Able to provide feedback both verbally and written in a manner that promotes effective communications between the teams

Able to challenge effectively to ensure all marking outcomes are customer focused and follow a TCF approach.

Strong organisation skills able to multi task.

Admin was a key part of my role.

Friendly with a good sense of humour


Oct 2012 – Sept 2016 Neilson Financial Services

Neilson Financial Service is a global specialist provider of direct life insurance

Position: Senior Quality Assurance Officer


Evaluate sales, customer service and complaint calls in compliance, underwriting and quality areas.

Achieve agreed business KPI’s at all times.

Update breach database for remedial.

Promote effective communication and provide relevant and accurate feedback to the sales managers, customer service manager and the business.

Conduct weekly call calibration meetings within the QA team to ensure consistency and alignment at all times and write up minutes for the QA Manager.

Helping peers and new trainees with call evaluations and reviewing feedback to ensure consistency in call evaluating against the QA framework

Assist with on boarding and induction process for new QA agents. Help train new QA agents

Conduct check the checker reviews and provide feedback to agents and feedback trends to QA Manager.

Ad hoc tasks: help manage annual leave calendar, create weekly rota, script reviews.

Comprehensive understanding of a quality assurance and QA framework within a regulated sales environment including FCA guidelines for distance marketing.

Maintain a detailed understanding of associated systems, products and processes.

Helped to design and develop QA framework


1A Crummock Close, Slough SL1 6EN

Mob: 079******** home: 016**-******


Work closely with the compliance function to ensure alignment of QA monitoring with regulatory requirements.

Regular reporting on QA findings on trends to QA Manager to help determine any training needs.

Ensure all complaints and breach issues are communicated to senior management when identified.

Take an adopted approach to ensure that all customers are treated fairly.

Mar 2011 – Aug 2012 HSBC BANK PLC (Windsor High Street branch)

HSBC is one of the worlds largest banking and financial services organisation

Position: Customer Service Officer


To achieve individual KPI and referral target.

Also collaborate with the branch team to meet branch KPI

Ensure all paperwork for applications (loans, banks accounts) completed to meet internal compliance and FSA guidelines.

Maintain thorough product knowledge for customers to be put first in everything I do

Proactively manage financial and non-financial risks, by incorporating HSBC values.

Deliver joined up services by providing solutions aligned to customer needs.

Update and manage CRM system, to meet customer needs.

Use agreed procedures and guidelines, to meet operational quality.

Use HSBC intranet and BPM (Branch Procedure Manual) to find solutions, guidelines and SLAs.

Use HSBC browser system to run applications for HSBC products.

Manage and assign FVQs, ensuring they are resolved using SLAs.

Manage branch team diary for customer service officers, to meet arranged appointments and walk-in appointments, and ensure meet and greet post is equally manned.

Manage diaries for PRM, FPM and MPM for referral appointments through Lotus notes.

Oct 2010 and March 2011: Temping with GRACE PERSONNEL at WEIGHT WATCHERS

Position: Temp for the Tally Team


Validating and receipting weekly e-tally and paper-tally envelopes for weekly meetings sent in by Weight-Watcher leaders.

Data inputting and filing for the Finance Department. Chasing missing paperwork.

Aug 2010 - Oct 2010: RapidSwitch (part of Iomart Hosting)

Rapidswitch is a major UK datacentre for server hosting.

Position: Customer Service Assistant


To answer client queries raised over the telephone, and via email tickets.

Manage client relationships by contacting clients and updating the CRM.

Manage any unauthorised ticket raised by clients.

Contact clients about overdue invoices.

Deal with customer cancellations and refunds in accordance to the SLA.

Help the customer service manager in any additional tasks.

Nov 07 - Mar 2012 COMET (Part-time position)

Position: Cashier and Customer Service


1A Crummock Close, Slough SL1 6EN

Mob: 079******** home: 016**-******



Awarded ‘Results driven’ in 2013 spring quarterly awards.

I have completed all relevant product tests to fulfil my positions at NFS

Remained in the top 0-5% percentile for Customer Service Officers in HSBC in the UK, for exceeding financial targets.

Being nominated for Star of the week for Greater London region in HSBC, and winning Star of the week.

Achieved over 100% of my financial target for half year review in 2012 in HSBC

Achieved over 200% of my financial target in the months of March, May, and June 2012 in HSBC.

Consistently received 100% (extremely satisfied) on customer service feedback surveys.

Gained an Achievement scholarship for 2008-2009 academic year at University.


Oct 2016 – current CIPD Level 3

2007 / 2010 BSc Psychology 2:1 with honours – Coventry University

2000 / 2007 – Altwood C of E Secondary School:

A-level Subjects: History B, Philosophy and Ethics B, Biology C

GCSE Subjects: History A, English Language A, Spanish A, English Literature B, Double Science BB, Mathematics B, Manufacturing BB, Religious Studies C


Languages: -English, Punjabi

IT Skills: Microsoft Office: Excel, Word, PowerPoint.

SPSS (Statistical Package for Social Sciences) – statistical analysis

Nexus and Phoenix

Email: Microsoft Outlook, Lotus Notes

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