Emma Edwards Email & Phone Number

Melbourne, VIC, AU

Melbourne, Victoria, Australia

• Quality & Business Improvement Analyst 02/2024 – current
• Partnering with business stakeholders and Operations management to ensure established Quality Assurance KPIs are achieved and maintained for onshore and offshore teams.
• Conducting regular quality checks, and implementing feedback, support, training and coaching to team members to improve and maintain adherence to quality excellence.
• Proactively undertaking regular analysis and review of existing business processes to determine and implement potential improvements.
• Collaborating with business stakeholders in a subject matter expert capacity to implement business improvement initiatives.
• Identification and mitigation of operational and quality business risks.

Melbourne, Victoria, Australia

• First point of contact for operational and process queries between Underwriting product teams and offshore administrative teams, and acting as a conduit in supporting these teams to work together constructively.
• Ongoing core focus on identifying and implementing business improvement initiatives, such as:
• Consistently tracking and analysing process constraints/gaps, and utilising this data to inform process changes and improvement action plans.
• Transitioning tasks from the Underwriting product teams to the offshore administrative teams, to increase service capacity across the business
• Facilitating mentoring, coaching and training sessions with colleagues regarding new and existing business processes, to drive continuous operational improvement and accountability.
• Drafting and maintaining internal process guides in process mapping software, and conducting regular reviews for standardisation, optimisation and efficiency.

Melbourne, Victoria, Australia

• Clients’ first point of contact with the business
• Focusing on delivering excellent client-centred care to a consistently high professional standard
• Experience in interpreting varying client needs and serving vulnerable clients
• Friendly and confident phone manner
• Working independently, problem solving and applying personal initiative
• Working to strict KPIs/KRAs

Melbourne, Australia

• Worked under pressure in team environments, requiring excellent communication, meaningful contributions and meeting tight deadlines consistently
• Processed employment applications, assigning applicants to suitable roles
• Analysed electoral boundaries and amended incorrect personal information of citizens in secure databases
• Understood and obeyed strict electoral protocols
• Ensured accuracy whilst collating, analysing and recording early postal and pre-poll votes
• Collated, analysed and recorded election day ballots

Bachelor Of Arts (Honours), Sociology

I designed and developed a qualitative study, involving in-depth interviewing of heterosexual couples, where I investigated the lived.

Bachelor Of Arts - Ba (Honours), Sociology And Criminology