Daniel Procter

Experience

• 

  ING DIRECT Australia

  Oct 2010 - May 2016

  The Quality Assurance (QA) Specialist is responsible for evaluating customer contacts*, and providing QA results to team members to ensure the business is improving on and delivering excellent customer experience across Direct Distribution.- Complete QA evaluations on all our customer contact channels- Identifying and implementing process improvements & efficiency gains that impact customers and staff- Support QA Program activities to ensure smooth running of QA Program at all times- Analysing QA data and providing feedback and support to our leadership teams with the aim to improve customer experience and reduce exposure to risk.*Customer contacts include phone, email and other e-Channel contacts e.g. web chat, social media etc. and these are evaluated using Quality Assurance Definitions and Guidelines Show less

  • Quality Assurance Specialist

    Apr 2014 - May 2016

  • Contact Centre Supervisor

    Oct 2010 - Apr 2014
• 

  First Mortgage Services

  Jun 2016 - Jan 2018

  Quality and Reporting Analyst

  ResponsibilitiesThe main duties of the position include:* Managing key operational processes and understanding the end to end processes, stakeholders and desired customer experience;* Managing the key process drivers and taking actions to reduce costs, improve quality and improve customer service;* Engaging with all parties involved in the operational aspects of processes to deliver agreed customer SLA's and costs;* Understand current and potential bottle necks and taking actions to eliminate and improve quality and timeliness of output;* Managing and escalating process errors;* Managing the Complaints Handling process using maritzcx program;* Managing client Incidents;* Producing daily, weekly and monthly reporting on operational metrics and business drivers to senior stakeholders (internal and external)* Presenting analysis to key management* Providing direction on changes to processes resulting from new business initiatives or regulatory changes. Engaging all parties to ensure changes are successfully implemented;* Ensuring the department adhere to policies and procedures, regulatory and legislative requirements. Ensuring that complete and accurate documentation is kept up to date at all times;* Conducting audits; Show less

• 

  Revenue NSW

  Jan 2018 - now

  • Manager, Operational Governance

    Aug 2023 - now

  • Senior Operations Coordinator

    Mar 2021 - Aug 2023

  • Operations Officer - Land Tax

    Mar 2020 - Mar 2021

  • Assistant Operations Advisor

    Jan 2018 - Mar 2020