Ryan Tan Email & Phone Number

Melbourne, Vic, Au

Cremorne, Victoria, Australia

I manage the end-to-end QA process, ensuring compliance and delivering top-tier customer experiences. I oversee our QA partners, ensuring they stay motivated, deliver high-quality work, and operate efficiently. A key part of my role involves interpreting data - both from AI-driven assessments and manual reviews - to provide actionable feedback that drives continuous improvement across teams.I lead change management initiatives, from implementing new frameworks to refining processes that align with broader business goals. I collaborate closely with leaders and stakeholders to address challenges, deliver insights, and maintain high performance standards. Additionally, I support the team with ongoing coaching, training, and recognition for outstanding achievements.

Melbourne, Victoria, Australia

I assessed customer interactions to identify patterns and trends, providing targeted feedback and coaching to improve overall service quality. I facilitated calibration sessions to ensure a unified understanding of service excellence standards across the global team, fostering consistency and alignment.I conducted deep dives to create comprehensive gap analyses, pinpointing areas for improvement in service delivery and efficiency. I collaborated with operations and training development teams to deliver firm recommendations and address identified gaps. Additionally, I created detailed reports that empowered operations leaders with essential data, enabling them to make well-informed decisions and drive improvement.In this role, I also took on diverse tasks and ad hoc projects, demonstrating flexibility and a proactive approach to contributing to the team’s success.

Melbourne, Victoria, Australia

I managed the overall quality processes, taking accountability for the organisation’s quality management practices. I regularly collaborated with the Operational Management team to provide feedback on quality performance, trends, and focus areas.I was responsible for analysing Quality Assurance performance results, identifying key priorities, and providing actionable recommendations to improve and sustain performance. By aligning quality standards with customer experience priorities, I ensured coaching activities were focused on developing the most critical areas.In this role, I identified and escalated risks and quality issues, ensuring they were resolved efficiently. I also conducted regular audits and calibration sessions to maintain the validity and reliability of results. Additionally, I provided ongoing coaching and support to a team of Quality Analysts and Performance Coaches, managing their performance and development through documented Personal Development Plans. I also ensured that all Human Resources policies and procedures were followed throughout the team.

Melbourne, Victoria, Australia

Bachelor Of Science - Bs, Pharmacy

Bachelor Of Arts - Ba, Psychology