Summary
Overview
Work History
Skills
Timeline
Joshua (Josh) Williams

Joshua (Josh) Williams

Sunshine Coast,QLD

Summary

Detail-oriented Senior Quality Assurance Auditor adept at developing and maintaining strong insurance industry compliance programs. Hardworking and organized professional with in-depth understanding of evaluation processes, audit procedures, regulatory standards and risk mitigation. Pursuing new professional challenges with an expanding operation.

Overview

10
10
years of professional experience

Work History

Senior Quality Assurance Auditor, Operations

Open
02.2019 - Current
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Developed systems and procedures to improve operational quality and team efficiency.
  • Identified issues of non-compliance and elevated reports to senior personnel.
  • Completed timely quality reports highlighting deficiencies and recommending corrective actions.
  • Educated and oriented employees to improve compliance with quality control protocols.
  • Developed and implemented strategies to maximize customer satisfaction through timely agent feedback.

Retail Sales Manager

Joyce Mayne
04.2017 - 02.2019
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Maintained company's visual merchandise standards through general housekeeping and planning.
  • Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.

Quality Assurance Auditor

You Insurance
06.2013 - 04.2017
  • Identified issues of non-compliance and elevated reports to senior personnel.
  • Audited activities of agents on customer related phone calls ensuring obligations to regulatory and business compliance were met.
  • Responsible for maintaining effective internal controls and for executing risk and control procedures on a day to day basis
  • Identify and report issues of non compliance to mitigate further risk to business

Skills

  • Compliance Assurance
  • Corrective Action Planning
  • Quality Assurance Procedures
  • Audit Process Management
  • Administrative Oversight
  • Model Development
  • Reports and Documentation
  • Performance Improvement
  • Quality Assurance and Control

Timeline

Senior Quality Assurance Auditor, Operations - Open
02.2019 - Current
Retail Sales Manager - Joyce Mayne
04.2017 - 02.2019
Quality Assurance Auditor - You Insurance
06.2013 - 04.2017

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Joshua (Josh) Williams