Rashika Jain
Blacktown,Australia
Summary
Dynamic individual with hands-on experience Quality Assurance, Compliance Assurance, Administration, Project Management, Customer Service, Data Remediation, Bids Coordination and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, reliability, and results-oriented mindset. Committed to making meaningful contributions and advancing organisational goals.
Overview
18
18
years of professional experience
Work History
A/Quality Assurance Specialist
TAFE NSW
06.2024 - Current
- Undertaking quality and compliance assurance activities including planning, sampling, reviewing, tracking and monitoring to proactively identify gaps, risks and gaps in adherence to Compliance and Quality Assurance frameworks, policies and procedures
- Conducting quality checks and providing support services to internal stakeholders to ensure standards for RTOs 2015, S&S Operating Guidelines, Privacy, PCI/DSS standards, NSW Customer Service Commitments and Diversity and Inclusion are met
- Developing compliance assurance framework and planning strategies to enhance student and campus services, products and processes to best practice standards
- Engaging internal stakeholders in regular quality and compliance monitoring and sampling activities
- Liaising with subject matter experts, obtaining and consolidating subject knowledge to meet operational and project timelines
- Preparing responses and providing evidence to external audits received from the Training Services/Audit Office
- Translating data insights from performance reports and observations into meaningful quality improvement strategies
- Collaborating with Service Improvement projects to accomplish projects within Student & Campus Services
- Preparing a compliance framework for all the functions which serves as a compliance baseline standard for each function/team
- Conducting internal audits on current processes and services within Student Services
- Provide ongoing guidance and advice to relevant staff on quality assurance and reporting matters
A/Contract Assurance Officer
TAFE NSW
07.2023 - 06.2024
- Compliance & Assurance – Delivery and Implementation Team (Now Education Enablement)
- Conducting Smart and Skilled reviews to ensure our training delivery is compliant with RTO Standards and Smart and Skilled Contract
- Preparing Smart and Skilled Review Summary Report and Improvement Plan with identified gaps and risks, providing feedback to the skills team and liaising with them to rectify those issues to ensure we as TAFE NSW are compliant with regulatory bodies
- Conducting Training and Assessment (TAS) reviews and IDP reviews and communicating Improvement plan with identified gaps and risks
- Tracking and Monitoring Commercial and Third-Party Contracts performance to ensure outcomes, KPIs and compliance requirements are met
- Conducting NESA and Training Package compliance checks for School Based Apprentices and Trainees
- Collaborating with Skills Team to align the delivery as per with NESA compliance in School Based Apprentices and Trainees
- Engaging internal stakeholders in regular quality monitoring and sampling activities
- Liaising with subject matter experts, obtaining and consolidating subject knowledge to consider developments and new approaches to maintain quality assurance
- Interpreting data insights from performance reports and preparing an improvement strategy for business implementation
- Preparing and monitoring Student Placement Agreements (SPA) to ensure we and our learners are covered with a valid agreement for our work placements
- Monitoring Social Media posts throughout the Western Sydney campuses to ensure our marketing activities are compliant with Smart and Skilled marketing guidelines and RTO standards 2015
- Preparing Monthly governance reports for contracts
- Assisting in investigating re-activation request for obsolete qualifications
Business Systems Support Helpdesk Officer
TAFE NSW
04.2022 - 07.2023
- Learner Compliance Review since November 2022 with Sr
- Manager and Team Leaders to conduct compliance checks
- Job responsibilities include: Investigating each learner from compliance and funding point of view
- Liaising with internal stakeholders including A&T, Student Administration and Information (SAIM) team, Delivery and Implementation, Compliance and Assurance, Student Finance and Skills team to assess the compliance before Sr
- Manager would approve/decline
- Once I have gathered all the information from all the stakeholders, I present those facts to Sr
- Manager in our daily meeting to seek approval to re-activate the course or find any other alternative to fix the issue
- Remediating and liaising with other teams and stakeholders to get the record updated and fixed if approved
- Complying with privacy requirements and legislative obligations ensuring confidentiality, privacy and integrity of information is not compromised
- Other responsibilities in this role: Execute remedy actions of complex data issues and business scenarios identified in a timely manner to enable the progression of Student Services processes and support compliance and document work performed for audit trail
- Respond to and resolve Student Services systems-related enquiries via SNOW tickets and calls, following agreed procedures, across multiple channels, and promptly escalate incidents or technical requests to other teams or stakeholders as appropriate
- Monitoring entry of remediation data to ensure it is accurate and meets defined quality standards
- Support various Student Administration Services teams in the remediation of data to ensure processes and work practices are compliant and maximise TAFE NSW’s performance and customer experience
- Utilising appropriate tools and methods queries and requests and promptly escalate where necessary, to return systems and networks to optimum efficiency
- As a member of the broader Student Services team, actively contribute to achieving and supporting a vision and is aligned to TAFE NSW values
Education Administration Support (EAS) Child studies
TAFE NSW
04.2021 - 01.2022
- Acting as point of contact in Business Services delivery team and addressing enquiries with a high energy and professionalism
- Resolving issues by collaborating with different departments such as e-Reporting team, Team Leaders, Customer Service, Apprentice & Traineeship team to ensure timely and quality service to customer
- Assisting Head Teacher and Teachers in range of administrative tasks including but not limited to addressing enquiries from internal and external stakeholders, organising meetings, record maintenance, student withdrawals, generating training plans, attendance registers, maintaining the accuracy of data, referring complaints and feedback
- Managing prospective students from initial enquiry through to enrolment
- Managing printing, filing, supplies, scanning, stock take and information on notice board
- Collecting, arranging and input information into Electronic Record Management system (HPE Content Manager)
- Building strong rapport and relationships with internal and external stakeholders
- Actively participating in team meetings with management to keep myself updated with latest updates, policies, and procedures
Student Services e-Reporting Officer
TAFE NSW
03.2019 - 06.2019
- Data Entry and reconciliation for financial transactions and activities to support the effective operation of EBS correction Team
- Reviewing, verifying, and managing large volumes of learner information and data within a set timeframe and standards
- Updating records and database in ebs regularly while ensuring compliance with records management processes and ensuring information is accurate, correctly stored, and accessible
- Identifying complex errors in learner record and collaborating with internal stakeholders at various level to get the issue rectified
- Providing accurate and timely advise to delivery team to rectify the issue in learner record
- Accurately reflecting data in spreadsheets ensuring the correctness of the report
- Providing effective and consistent services to all customers based on high level of knowledge of products and services
Data Remediation Officer
TAFE NSW
03.2018 - 03.2019
- Investigating records in Education Business System (EBS) and collaborating with internal stakeholders to finalise enrolment and fees
- Identifying issues in customer record, fixing them, and preparing reports for submission
- Successfully working on multiple error reports (E40, E21, E3, E7, AVETMISS) to meet strict deadline
- Implemented continuous process improvement to overcome obstacles and enhance productivity
- Accurately reflecting data in spreadsheet as per TAFE auditing standards
- Improved information collection and record keeping accuracy by creating, updating and managing spreadsheet and database
- Maintaining relationships with key stakeholders to ensure timely delivery
Customer Service Officer (Contact Centre)
TAFE NSW
08.2017 - 03.2018
- Representing South Western Sydney TAFE via multi-channel communication including telephone, email, and web enquiries/CRM
- Providing informed, accurate, and timely course information and enrolment advice to customers
- Promoting TAFE products and services to increase customer intake, contributing to business growth
- Liaising with Internal stakeholders to provide prompt resolution of student enquiries and processes
- Identifying customer needs and advising customers on fees and eligibility criteria and directing them to appropriate section if required
- Making outbound calls to address enquiries received from website and voicemails
- Processing student entitlements, TAFE fees, refund/withdrawal applications, concession and exemption approvals to ensure timely and consistent results
Customer Service Officer
TAFE NSW
05.2017 - 08.2017
- Representing Bankstown TAFE and serving as a point of contact for customer enquiries
- Providing informed, accurate, and timely course information and enrolment advice to customers
- Managing information desk and serving customers with accurate and updated information and promoting TAFE products and services to increase customer intake
- Processing student entitlements, refund/withdrawal applications, concession and exemption approvals to ensure timely and consistent service
- Processing eftpos transactions and reconcile to generate balance in accordance with TAFE NSW policy
- Offering additional support and assisting in booking appointments with Career Advisors and Disability Consultants and other student support available in TAFE NSW
- Working collaboratively with student services team, delivery team and other support services team to ensure the accuracy
Customer Service Officer
Careers Australia
04.2016 - 05.2017
- Responding customer enquiries received from incoming calls and emails in a timely manner
- Promoting company products and services to enhance sales
- Assisting customers in enrolment process to enhance positive customer relationship
- Correctly identifying the eligibility criteria for the course and other government legislative requirements and collecting documents to ensure the application process has been finalised accurately
- Processing payments and paperwork to finalise enrolment
- Addressing customer complaints and mitigated dissatisfaction by employing timely and effective solutions
Customer Service Officer
T.I.M.E, Triumphant Institute of Management Education
03.2011 - 02.2015
- Managing Information desk and reception and addressing enquiries
- Answering mainline phones, sorting mails, stock take
- Promoting company products and services to generate growth in revenue
- Assisting in a range of office administrative tasks including updating records in database and CRM
Recruitment Executive
UNIVERSAL HIRING
04.2007 - 02.2011
- Handling entire gamut of task in recruitment encompassing sourcing, screening, short-listing and selection
- Conducting interviews via phone, Video Conferencing, and face to face
Education
Certificate IV - Training and Assessment
Parramatta Community College
01.2024
Statement of Attainment - Develop Work Priorities
TAFE NSW
01.2021
Statement of Attainment - Professional Computing
TAFE NSW
01.2020
Post Graduate Diploma - Business
Unitec Institute of Technology
01.2012
Post Graduate Diploma - Human Resource Management
YMCA
01.2010
Post Graduate Diploma - Mass Communication
Bhartiya Vidhya Bhawan College
01.2004
Bachelor of Arts -
Delhi University
01.2003
Skills
- Problem-solving
- Attention to detail
- Flexible and adaptable
- Dependable and responsible
- Teamwork and collaboration
Awards
- TAFE NSW Employee Recognition, 2024, Received from my current Sr. Manager for demonstrating Excellence in my work and received a $40 voucher.
- TAFE NSW Employee Recognition Awards, 2023, Nominated by previous line manager (Manager Business Systems Support Helpdesk).
- Region Award for Living Our Values, 2022, In Business Systems Support Helpdesk Team.
- Multiple recognition certificates, 2022, For Excellence and Collaboration – Business Systems Support.
- Certificate of Excellence, 2021, For hard work in challenging times and meeting deadlines with a smile in TAFE NSW – Child Studies section.
- CUSTOMER FIRST certificate, 2021, For providing excellent customer service in TAFE NSW from Business Services delivery team.
- Awesomeness Award, 2018, For above and beyond customer service in TAFE NSW.
- Awesomeness Award, 2018, For being a supportive team member in TAFE NSW.
- Reward for outstanding customer service, 2017, Included a day out at Randwick racecourse accompanied in a Limo with all expenses provided from company in Career Australia.
- STAR award, 2015, For exceptional customer service and increasing sales in TRUIMPH Institute.
Professional Development
- Building Resilience, LinkedIn Learning, 2022 - 2025
- Market Foundations, LinkedIn Learning, 2022 - 2025
- Project Management Methods, LinkedIn Learning, 2022 - 2025
- Transitioning from Waterfall to Agile Project Management, LinkedIn Learning, 2022 - 2025
- Critical Thinking for better judgement and decision making, LinkedIn Learning, 2022 - 2025
Timeline
A/Quality Assurance Specialist
TAFE NSW
06.2024 - Current
A/Contract Assurance Officer
TAFE NSW
07.2023 - 06.2024
Business Systems Support Helpdesk Officer
TAFE NSW
04.2022 - 07.2023
Education Administration Support (EAS) Child studies
TAFE NSW
04.2021 - 01.2022
Student Services e-Reporting Officer
TAFE NSW
03.2019 - 06.2019
Data Remediation Officer
TAFE NSW
03.2018 - 03.2019
Customer Service Officer (Contact Centre)
TAFE NSW
08.2017 - 03.2018
Customer Service Officer
TAFE NSW
05.2017 - 08.2017
Customer Service Officer
Careers Australia
04.2016 - 05.2017
Customer Service Officer
T.I.M.E, Triumphant Institute of Management Education
03.2011 - 02.2015
Recruitment Executive
UNIVERSAL HIRING
04.2007 - 02.2011
Statement of Attainment - Develop Work Priorities
TAFE NSW
Statement of Attainment - Professional Computing
TAFE NSW
Post Graduate Diploma - Business
Unitec Institute of Technology
Post Graduate Diploma - Human Resource Management
YMCA
Post Graduate Diploma - Mass Communication
Bhartiya Vidhya Bhawan College
Bachelor of Arts -
Delhi University
Certificate IV - Training and Assessment
Parramatta Community College
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