Jenna Glasgow
Baldivis,WA
Summary
Self-motivated Quality Assurance Analyst with outstanding oral and written communication skills. Strong background in collecting and analyzing quality measures and making recommendations for process and quality improvements.
Overview
17
17
years of professional experience
Work History
Quality Assurance Analyst
IAG/CGU Insurance
04.2019 - Current
- Conduct monthly quality audit checks for Customer Care staff for adherence to guidelines, procedures, and processes to ensure the employee(s) performing the role will meet compliance requirements
- Realtime coaching and feedback to staff on call quality results
- Provide reports and feedback to Team Managers and Department Managers on quality performance and identifying trends monthly and recommendations for quality performance improvements
- Analyse data for trends and formulate recommendations for management on ways to improve quality performance of individuals and teams
- Log any Compliance breaches/incidents identified through the audit process.
Customer Care Consultant
IAG/CGU Insurance
07.2018 - 03.2019
- Provide quality customer service
- Update customer policies as per their requests
- Cross sell and up sell to our customers to better meet their insurance needs
- Ensure availability to manage telephone and other customer enquiries at scheduled times
- Support achievements of the team and IAG's objectives by demonstrating IAG's core behaviours
Sales Development Lead
IAG/CGU Insurance
05.2012 - 06.2018
- Sales & Growth
- Staff Development, Coaching and Training
- Relationship Management
- Partner Monitoring and Value Tracking
- Market Environment Analysis
- Industry Support, Representation, and other Assigned Tasks
Business Trainer
HBF
05.2011 - 04.2012
- Engaging adult learners through a variety of flexible, innovative, highly interactive, and facilitative training delivery methodologies to achieve learning outcomes
- Develop, implement, and evaluate workplace training and materials
- Plan and organise learning sessions aligned with business and organisation requirements
- Work autonomously with well-developed organisational and time management skills
- Work effectively in a team and build rapport with a variety of stakeholders
- High level of competence in Microsoft Office suite and database technologies
- Understanding of and ability to translate impacts on training of the Australian Quality Training & Framework (AQTF) 2010 Essential Standards of Registration
Team Leader
HBF
04.2007 - 04.2011
- Lead and develop actions and behaviours within the team to achieve sales outcomes and maintain morale and motivation
- Ensure team are focused on delivering professional and efficient member service and have high product knowledge by leading, managing, coaching, and supporting everyone, ensuring performance plans are being followed and team members have desired attitudes and behaviours
- On the job coaching and development of team including technical and product knowledge to ensure compliance with policy and procedures and up skilling of team members to ensure succession planning
- Identify opportunities to increase sales and service outcomes within the team and provide regular feedback to the manager on product offers and campaigns.
Education
High School Diploma -
Lumen Christi College
Martin, WACertificate III in International Retail Sales - Tourism
North Metropolitan TAFE
Perth, WACertificate IV in Workplace Training and Assessment -
Livingston Institute of Vocational Training PTY LTD
2011
Certificate III in Financial Services -
Westpac - RTO
2005
Skills
- Strong analytical skills
- Relational databases and SQL
- Proficiency with spreadsheets, SQL, R, and Tableau
- Call Monitoring
- Improvement Recommendations
- Report Delivery
- Trend Data Analysis
Timeline
Quality Assurance Analyst
IAG/CGU Insurance
04.2019 - Current
Customer Care Consultant
IAG/CGU Insurance
07.2018 - 03.2019
Sales Development Lead
IAG/CGU Insurance
05.2012 - 06.2018
Business Trainer
HBF
05.2011 - 04.2012
Team Leader
HBF
04.2007 - 04.2011
High School Diploma -
Lumen Christi College
Certificate III in International Retail Sales - Tourism
North Metropolitan TAFE
Certificate IV in Workplace Training and Assessment -
Livingston Institute of Vocational Training PTY LTD
Certificate III in Financial Services -
Westpac - RTO
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