Working as part of the QC and training team, delivering feedback and training new processes. Responsible for improving quality and the customer's journey. Performing monthly 'check the checker' audits of my associates. On going review of all procedures to ensure they are compliant with corporate and government guidelines. Identify/analyse fail trends and knowledge gaps within the associates.

I was responsible for the processing and quality assurance of candidate’s qualifications and I had daily interaction with my customers via telephone, e-mail and meetings. I used an integrated in-house data-base system along with Excel, SQL and Access, which includes creating and updating candidate records. A key responsibility was producing the weekly and monthly statistics to senior managers. My role also included visiting customers to ensure they were following internal procedures and audit regulations in line with ISO 2001 and 14001.

I worked on a short term project to set up an in-house system to track and reconcile the suspension and fines of racing jockeys. At the end of the project, I analysed the data, created a presentation to the Key Stake Holder, and presented my findings.

I worked as part of a large team in Fraud Detection. As a Fraud Analyst, I received inbound calls relating to fraudulent activity on cards. Another part of my role was to investigate suspicious activity and investigate if there had been any compromisation on the customer’s card. During these investigations I had to use a large variety of in-house systems and take the customer through strict ID&V.