Shaun Kerik Email & Phone Number

Calgary, Ab, Ca

Calgary, Ab

My primary responsibilities in my role as a Technical Writer/Quality Assurance Specialist at Intouch Insight Inc. include:• Project management • Business analysis• Providing technical assistance and support to the Operations team for day-to-day operations• Troubleshooting and diagnosing problems with internal and client-facing interfaces and tools• Identifying and documenting requirements for development of internal and client-facing interfaces and tools• Working closely with the dev teams during the development of new tools/interfaces• Performing user acceptance testing (UAT) and quality assurance testing on new or modified tools/software to ensure requirements are met• Developing, maintaining, and distributing training and process documentation for various systems/platforms to improve efficiency within the organization • Providing one-on-one and group training to employees and client users• Working with subject matter experts to define processes and identify gaps

As the Senior E-Learning Specialist at Service Intelligence, I:• Specialized in the development of online learning modules utilized by thousands of mystery shoppers in Canada and the United States• Mentored several other E-Learning Specialists as the needs of the organization grew• Assisted with the design of mystery shopping and site evaluation questionnaires, with a strong emphasis on quality assurance and technical writing • Mapped and documented processes• Developed and documented training standards• Created and delivered client presentations• Participated in solutions teams• Performed business analysis and assisted with product/tool development

In this position, I provided Quality Assurance for the Service Intelligence Internet website, e-learning modules, internal documentation and technical functions. This included substantial involvement in testing, development and implementation of online products and tools. In addition I provided support and assistance to the Program Delivery, Client Services, Product Development and the Information Technology Departments.

As a Program Delivery Specialist I was responsible for managing online mystery-shopping and site evaluation programs and assignments in the Western Provinces of Canada. This involved ensuring the timely selection, completion and submission of several hundred assignments each month. Administrative duties included the recruiting, hiring and training of thousands of applicants.