Malinda Monks
Brisbane,QLD
Summary
In my role as Training, QA Lead, and Stenocaptioner at Ai Media, I work with our team to enhance QA processes and team competencies, leading to high-quality output, customer satisfaction and new customer acquisition. Leveraging skills in compliance monitoring and team mentoring, I foster a culture of continuous improvement and collaborative success, achieving a high level of performance.
Overview
22
22
years of professional experience
Work History
Training, QA Lead and Stenocaptioner
Ai Media Group
01.2020 - Current
- Provide high-level real-time transcription for very high-profile media, government and legal clients.
- Provide one-on-one coaching and mentoring for team members who are falling below required QA benchmarks.
- Mentor team members in quality assurance best practices, fostering a culture of continuous improvement.
- Perform internal audits using NER model of assessment to measure performance.
- Improve customer satisfaction with high-quality products through meticulous QA processes.
- Communicate directly with QA Team Leaders to resolve inconsistencies between QA assessors.
- Streamline the QA and stenographer workflows, increasing overall efficiency.
- Assess and implement QA processes and metrics in line with industry best practices and client requirements.
- Communicate effectively to different teams including Live Broadcast team, QA team and Management.
Freelance Live Transcription Services
Self Employed Services
07.2006 - Current
- Provided real-time transcription services, both remotely and on-site with clients and end users.
- Expedited transcript delivery to clients by utilising advanced stenography software and transcription tools. Clients include providers delivering transcripts to courts, Royal Commissions, government agencies, high-profile media companies and a broad range of clients across the legal industry and many others.
- Delivered transcripts in a timely manner, using specific style requests of clients, often with 24-hour turn-around times, or less.
- Maintained the highest standards of confidentiality while handling sensitive information in high-profile matters.
- Managed multiple projects simultaneously while maintaining a high level of attention to detail and organisation.
- Adapted quickly to changing project requirements, demonstrating flexibility and adaptability under pressure.
- Researched and identified innovative solutions to acquire resources and meet customer needs.
- Improved project outcomes by proactively addressing potential issues and offering creative solutions.
- Educated clients on best practices for their specific industries, helping them achieve better results from our services.
- Devised and implemented processes and procedures to streamline operations.
Broadcast Stenographer
Red Bee Media
03.2004 - 05.2006
- Utilised highly-developed stenography skills to provide high-quality, highly-accurate captions for television broadcasts.
- Developed a very broad knowledge base of news and current affairs.
- Developed on-site knowledge of television broadcast processes and insight into efficient and effective processes when working in a live broadcast environment.
- Delivered computer-assisted real-time transcription at meetings and conferences, both interstate and internationally.
Operations Manager, Trainer and Stenographer
Reporter's Ink
01.2002 - 03.2004
- Provided transcription services for individuals, as well as companies and government agencies.
- Developed a broad understanding of transcription software and how to utilise it effectively to provide transcripts in a timely manner, whilst adhering to style guides and client requirements.
- Led onboarding and training of new stenographers to fulfill business requirements.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Contributed to the development of in-house style guides and best practices, ensuring consistency across all transcripts produced.
- Provided real-time translation services during live events such as meetings, lectures and conferences, effectively communicating key information for attendees quickly and accurately.
- Cultivated strong relationships with clients, resulting in repeat business and positive referrals.
- Reviewed transcriptions for accuracy in grammar, punctuation, and spelling.
Education
Certificate IV(Court And Parliamentary Reporting) - Court Reporting
Reporter's Academy
Brisbane, QLD12.2001
Skills
- Familiarity with quality standards
- Transcription software knowledge
- Compliance monitoring
- Performance monitoring
- Analytical mindset
- Internal auditing
- Continuous improvement
- Team mentoring
- Collaborative team player
- Training and onboarding
Referees:
Tannya Parker, People Operations Manager at Scyne Advisory
0412 954 337
Ros Paterson, Senior Broadcast Stenographer Ai Media
0433 887 274
Timeline
Training, QA Lead and Stenocaptioner
Ai Media Group
01.2020 - Current
Freelance Live Transcription Services
Self Employed Services
07.2006 - Current
Broadcast Stenographer
Red Bee Media
03.2004 - 05.2006
Operations Manager, Trainer and Stenographer
Reporter's Ink
01.2002 - 03.2004
Certificate IV(Court And Parliamentary Reporting) - Court Reporting
Reporter's Academy
Similar Profiles
Ebenezer ChijiokeEbenezer Chijioke
Technical Support Representative at Ai-Media Technologies LimitedTechnical Support Representative at Ai-Media Technologies Limited
Jude BenedictJude Benedict
Chief Operating Officer at Artificial Intelligence Group (Ai Group)Chief Operating Officer at Artificial Intelligence Group (Ai Group)
Henry SpiererHenry Spierer
SENIOR PRODUCT MANAGER at Britannica Group, Melingo AISENIOR PRODUCT MANAGER at Britannica Group, Melingo AI