Sherin Ranasinghe
Melbourne,VIC
Summary
Dynamic Quality Assurance Analyst with a proven track record at Colonial First State, excelling in performance evaluation and regulatory compliance. Adept at delivering actionable insights and fostering collaboration, I leverage data analysis and strong problem-solving skills to drive continuous improvement and enhance customer interactions.
Overview
12
12
years of professional experience
Work History
Quality Assurance Analyst
Colonial First State
Hawthorn East, Victoria
04.2025 - Current
- Monitor live and recorded calls, emails, and chat interactions to assess agent performance against quality standards.
- Document QA findings, and share actionable recommendations with agents and the leadership team.
- Conduct one-on-one coaching sessions, delivering constructive feedback to support skill development and performance improvement.
- Facilitate collaboration sessions to ensure consistency in evaluation.
- Ensure customer interactions meet regulatory and internal compliance standards, including privacy and disclosure requirements.
Client Support Coordinator
Maurice Blackburn Lawyers
Melbourne, Victoria
02.2025 - 04.2025
- Manage new potential client inquiries via phone and email with professionalism, empathy, and compassion.
- Action all inquiries efficiently, ensuring responses are provided within designated timeframes.
- Maintain detailed and accurate client records in the case management system.
- Provide general legal information to potential clients.
- Determine case suitability for legal services based on established criteria.
- Direct clients with legal needs beyond the company's expertise to appropriate external resources.
Project Coordinator - Extended Managed Disconnecti
Telstra InfraCo
Melbourne, Victoria
07.2023 - 10.2024
- Led governance and coordination efforts by scheduling meetings, preparing agendas, capturing minutes, and tracking actions.
- Collaborated with internal teams and external stakeholders to assess risks and negotiate service continuity.
- Monitored program progress, tracked milestones, and provided updates to stakeholders.
- Managed documentation, including risk, issue, decision, and dependency registers.
- Delivered data-driven insights through analysis and reporting to senior management.
- Balanced multiple priorities with strong attention to detail in a compliance-focused environment.
Business Transformation Specialist - NBN Disconnec
Telstra
Melbourne, Victoria
05.2016 - 06.2023
- Analyzed operational processes to identify areas for improvement and efficiency.
- Collaborated with stakeholders to design and execute change management strategies.
- Developed training materials to support staff during transformation projects.
- Managed customer notifications and distributed critical data for disconnection activities.
- Oversaw operations, including resource allocation and workload distribution.
- Analyzed customer data, and contributed to process automation.
- Collaborated with IT teams to automate disconnection lists and enhance efficiency.
- Produced and maintained process documentation for the program.
- Managed stakeholder relationships, and ensured compliance with procedures.
Customer Experience - Advocacy Improvement Lead
Telstra
Burwood, Victoria
09.2015 - 05.2016
- Championed Systems Thinking principles, and supported frontline staff.
- Analyzed customer data to drive targeted improvements.
- Mentored frontline leaders and ambassadors to enhance the customer experience.
- Promoted system improvements and streamlined processes.
- Provided leadership with updates, and escalated roadblocks.
- Liaised with local and global teams to ensure alignment, and reduce duplication.
Acting Centre Manager - NBN Service & Support
Telstra
Burwood, Victoria
04.2013 - 09.2015
- Established and led the NBN Business Pilot Team.
- Coordinated training and tested new NBN products.
- Developed service standards for consistent quality.
- Facilitated skill-sharing sessions with retail channels.
- Implemented best practices for managing forced disconnections.
Education
Diploma of Management - Management
RogenSi
Melbourne, VIC08-2013
Bachelor of Information Technology - Information Technology
Deakin University
Melbourne, VIC01-2007
Skills
- Quality assurance and call monitoring
- Regulatory compliance
- Performance evaluation
- Data analysis
- Risk management
- Project coordination
- Process documentation
- Client relationship management
- Problem solving
References
References available upon request.
Timeline
Quality Assurance Analyst
Colonial First State
04.2025 - Current
Client Support Coordinator
Maurice Blackburn Lawyers
02.2025 - 04.2025
Project Coordinator - Extended Managed Disconnecti
Telstra InfraCo
07.2023 - 10.2024
Business Transformation Specialist - NBN Disconnec
Telstra
05.2016 - 06.2023
Customer Experience - Advocacy Improvement Lead
Telstra
09.2015 - 05.2016
Acting Centre Manager - NBN Service & Support
Telstra
04.2013 - 09.2015
Diploma of Management - Management
RogenSi
Bachelor of Information Technology - Information Technology
Deakin University
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