Douglas Kerr

Self-motivated Quality Assurance Analyst with outstanding oral and written communication skills. Extensive knowledge in computer software development. Solid background performing quality assurance testing and consultative services for customers.

• Assurance Specialist, Super Retail Group, 11/01/20, 01/01/21, Document an assurance procedure that defines 1st, 2nd and 3rd line assurance roles and responsibilities, Develop and document Assurance program in line with the 3 lines of accountability model, Develop and implement an assurance plan aligned to key Risks, Provide report to the ELT and SLT based on the materiality of the risk, Identify and recommend enhancements to the control environment, Participate in performing 2nd line verification activities, especially focusing on complex and/or specialized issues, Complete 'deep dives' based on risk or concerns raised by ELT and SLT, Perform 2nd line assurance reviews over high/medium rated operational risks and compliance obligations, Influence Brands and Divisions to embed risk monitoring and control practices, Deliver assigned reviews from the annual assurance plans, Deliver appropriate insights and conclusions, Contribute to quarterly risk report to the ELT, Perform 2nd line reviews over project delivery risks (to-be controls) of key projects assessed as high risk, Prepare draft review reports, socialize with stakeholders to ensure alignment with Risk Management framework, Champion a strong risk culture and lead by example
• Quality Assurance Lead, Insurance Australia Group, 04/01/19, 12/01/19, Ensure the QA team are supporting the Australia Division business delivery to agreed SLA, Monitor, respond and manage the team's technical capability both on and offshore, Lead/support initiatives that will harmonise QA systems and processes to enable greater oversight over quality, process, and compliance across frontline operations, Investigate breaches, problems and events identifying their root causes and reach, Develop and implement call centre quality processes and procedures, Develop and maintain effective relationships with key stakeholders [internal/external], Liaise, collaborate, and engage with our internal colleagues to help evolve assurance activities, Drive performance, productivity, and outcomes, i.e., weekly planning and ad-hoc reporting for managers, Allocation of work tasks through prioritisation of workload and initiatives, Identify training opportunities for front-line staff and communicate to Team Leaders, Customer Experience Manager and Operations Manager, Support initiatives to drive Risk Maturity Uplift within the Australia Division, Support and uplift technical capability through guidance/coaching across the Quality Assurance team, Creating new or enhanced training materials where required, Obtain stakeholder feedback on behalf of the manager, provide feedback regarding respective team member performance
• Risk & Assurance Consultant, Insurance Australia Group, 10/01/18, 04/01/19, Assess customer interactions and monitor calls and emails to assess frontlines, technical accuracy, customer service performance and adherence to policy and procedures., Identify, mitigate, and resolve risks and issues impacting businesses processes and business performance, Ensure adherence to the Australia Division and other business unit Assurance Frameworks, Analyse and review business processing errors and compliance breaches through auditing/monitoring measures, Design and deliver QA projects to support the achievement of the Business Unit and organisational goals as required, Analyse business process information to identify risks, issues, and opportunities for improvement in line with Australia Division business units' frameworks and regulatory guidelines., Complete scheduled and ad-hoc reviews of current business processes, Identifying, contributing to, and taking ownership of continuous improvement opportunities within QA, Facilitate feedback sessions with Team Leaders & Business Owners monthly, Identify and recognise call centre trends
• Customer delivery Lead, Insurance Australia Group, 04/01/17, 10/01/18
• Sales & Service Consultant, Insurance Australia Group, 04/01/15, 03/01/17
• Sales & Service Team Leader, Youi Insurance, 2012, 2014