Shaun Dunlap

Team Lead, Quality Assurance

• Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
• Developed strategies to increase team productivity and improve customer service levels.
• Trained new staff in relevant processes and procedures.
• Ensured compliance with company policies and procedures throughout the team.
• Monitored team performance against targets, taking corrective action where necessary.
• Supported the manager in developing plans for future projects, initiatives and objectives.
• Collaborated with other departments to develop effective solutions that meet customer needs.
• Delegated daily tasks to team members to optimize group productivity.
• Reviewed existing systems and procedures regularly, suggesting ways they could be improved or optimized.
• Analyzed key performance indicators to identify effective strategies.
• Assisted other members of the QA team in identifying areas for improvement in processes and procedures.
• Prepared and analyzed internal and external quality reports for management staff review.
• Implemented internal auditing practices to create standards and statutory obligation compliance reports.
• Streamlined processes, increasing efficiency and consistency to support quality initiatives.

Trust & Safety Specialist

• Monitored customer accounts and identified any discrepancies or irregularities in account activity.
• Investigated cases of suspected fraudulent activities, including tracing money trails and analyzing documents.
• Reviewed customer profiles for any changes that may indicate fraudulent activities.
• Collaborated with other departments on investigations as needed to review evidence, analyze data, and prepare reports for management.
• Generated daily, weekly, monthly, quarterly reports on fraud trends and patterns.
• Provided training and guidance on best practices in fraud detection and prevention.

Supervisor, Quality Assurance

• Developed and implemented Quality Assurance policies, procedures, and standards.
• Conducted regular audits to ensure compliance with quality standards.
• Created reports on quality assurance results and presented them to management teams.
• Consulted with management and personnel to educate on QA standards.
• Reorganized and revised standard operating procedures to streamline processes and improve communication and collaboration.
• Reviewed and approved quality-related documents, ensuring compliance with internal and external standards.
• Collaborated with the product development team to establish quality criteria for new products.
• Utilized root cause analysis techniques to identify and rectify quality-related problems.

Team Lead

• Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
• Developed strategies to increase team productivity and improve customer service levels.
• Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
• Trained new staff in relevant processes and procedures.
• Resolved escalated customer complaints or queries promptly and efficiently.

Client Support

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• Investigated unusual or complex customer requests and escalated them as necessary to higher levels of expertise within the organization.
• Provided feedback on areas where improvements were needed in order to enhance customer experience.
• Collaborated with other teams within the organization to provide comprehensive solutions for clients.
• Reviewed existing policies and procedures related to client support operations.
• Resolved customer inquiries in a timely manner, exceeding service-level agreements.
• Analyzed customer issues to identify root cause and provided appropriate solutions.