Sonia Roopra-Kalsi
Woodcroft
Summary
Passionate Quality Assurance professional with over 12 years of experience in public service, eager to join a forward-thinking organization where I can apply my skills in stakeholder engagement and quality assessment to make a meaningful impact while fostering a collaborative and supportive work environment.
Diligent [Desired Position] with robust background in quality assurance processes and procedures. Successfully ensured product compliance and enhanced operational efficiency through effective testing and evaluation. Demonstrated keen analytical skills and attention to detail in various quality control environments.
Overview
18
18
years of professional experience
Work History
Quality Assurance Officer – APS5
Department of Home Affairs
10.2023 - Current
- - Managed stakeholder feedback, ensuring constructive feedback was provided to improve customer service delivery.
- - Led and organized team meetings and calibration sessions to enhance service standards.
- - Maintained monthly reporting for stakeholders, summarizing team performance metrics.
- - Coordinated responses to self-harm threats and liaised with relevant departments for resolution.
- - Addressed and resolved Ministerial feedback in a timely manner.
- - Executed daily administrative tasks effectively.
Project Officer – Governance Team – APS5
Department of Home Affairs
06.2024 - 02.2025
- - Engaged stakeholders to ensure seamless project progression, fostering strong working relationships.
- - Developed structured spreadsheets for tracking project activities, ensuring timely documentation.
- - Organized onboarding processes, creating standard operating procedures for IT access.
- - Coordinated meeting logistics and documented minutes for Core Working Group meetings.
- - Managed SharePoint access and provided troubleshooting support.
Quality Assurance Officer (Acting) – APS5
Department of Home Affairs
06.2021 - 10.2023
- - Conducted quality assurance assessments and delivered stakeholder feedback to enhance service delivery.
- - Facilitated calibration sessions and maintained team records for performance evaluation.
- - Provided training for new staff and developed standard operating procedures.
- - Compiled monthly reports detailing team achievements and areas for improvement.
International Movement Record Helpdesk Officer – APS3 (Acting APS4)
Department of Home Affairs
07.2018 - 11.2019
- - Processed International Movement Records and evaluated client identity documents.
- - Liaised with stakeholders to address customer feedback and complaints.
- - Developed standard operating procedures for team processes.
- - Managed urgent requests and allocated work among team members.
Acting Support & Development Officer – APS4
Department of Immigration and Border Protection
10.2017 - 06.2018
- - Delivered skillset training and resolved escalated customer feedback.
- - Monitored staff performance to identify training needs and enhance technical proficiency.
- - Developed and updated training packages in collaboration with relevant stakeholders.
Citizenship Officer
Department of Immigration and Border Protection
09.2011 - 10.2017
- - Completed identity assessments and processed citizenship applications in compliance with legislative guidelines.
- - Prepared natural justice letters and decision records based on thorough case evaluations.
Information Officer – APS3
Department of Immigration and Border Protection
09.2011 - 10.2017
- - Responded to client inquiries and promoted electronic service channels.
- - Managed complex client inquiries and directed them to appropriate departments.
Customer Service Representative
National Bank of Australia
01.2007 - 01.2011
- - Assisted customers with banking inquiries and promoted financial products to meet community needs.
Education
Bachelor of Arts - Communication (Major in Media)
University of Western Sydney
New South WalesBachelor of Graphic Design - undefined
University of Canberra
Certificate IV - Design Fundamentals
TAFE NSW
Higher School Certificate -
Blacktown Girls High School
Skills
- Excellent verbal and written communication skills
- Excellent problem solving and negotiation skills
- Excellent decision-making skills
- Excellent skills managing irritate customers
- Excellent working together in team environment skills
- Ability to achieve target, meet the deadlines and working under pressure skills
- Excellent skill in application of policy procedures and guidelines and ICSE
- Able to work independently and achieve targets and meet deadlines skills
- Talent for achieving set of goals for different industries
- Time management and Prioritising skills
- Flexible and punctual and meet adherence goals
- Expertise in resolving escalated customer service issues
- Excellent complaints handling and resolutions skills
- Open and accountable
- Demonstrated ability to gain customer trust and responsibility
Languages
English (fluent)
Timeline
Project Officer – Governance Team – APS5
Department of Home Affairs
06.2024 - 02.2025
Quality Assurance Officer – APS5
Department of Home Affairs
10.2023 - Current
Quality Assurance Officer (Acting) – APS5
Department of Home Affairs
06.2021 - 10.2023
International Movement Record Helpdesk Officer – APS3 (Acting APS4)
Department of Home Affairs
07.2018 - 11.2019
Acting Support & Development Officer – APS4
Department of Immigration and Border Protection
10.2017 - 06.2018
Citizenship Officer
Department of Immigration and Border Protection
09.2011 - 10.2017
Information Officer – APS3
Department of Immigration and Border Protection
09.2011 - 10.2017
Customer Service Representative
National Bank of Australia
01.2007 - 01.2011
Bachelor of Graphic Design - undefined
University of Canberra
Certificate IV - Design Fundamentals
TAFE NSW
Bachelor of Arts - Communication (Major in Media)
University of Western Sydney
Higher School Certificate -
Blacktown Girls High School
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