Summary
Overview
Work History
Education
Skills
ACHIEVEMENTS
Timeline
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Kuldeep Kaur

Brampton,ON

Summary

Highly motivated and skilled Quality Assurance Analyst with a commitment to integrity and accountability, with a strong background in conducting audits and data analysis. Continue to contribute to the organization's governance, risk management and control processes through assessments, analysis and constructive recommendations to help the organization achieve its operational, financial and compliance objectives.

Overview

8
8
years of professional experience

Work History

Quality Assurance Analyst

RBC Insurance
01.2023 - Current
  • Conducting process and call audits through ongoing checking and verification of sale delivery services.
  • Proactively detect, report and monitor for continuous quality improvement of the delivery of sales and service, identifying trends, observations and opportunities against established service partner agreements.
  • Participate in team and business partner calibration sessions, sharing identified trends, observations and opportunities for improvement to realize tangible benefits to the business and organization.
  • Tracking and monitoring personal and team productivity and performance adhering to established targets and service level agreements.

Transition Coach

RBC Insurance
05.2022 - 01.2023
  • Successfully facilitated and coached cohorts, developed new to role advisors by focusing on regular coaching routines such as observational coaching, call listening, goal setting and commitment to targets.
  • Prepared job aids for new hires to assist in achieving sales and deepening client relationship targets.
  • Conducted end to end evaluations and critical thinking assessments to identify area of opportunities for new advisors.
  • Maintaining documents/records like approval logs, coaching logs, audit sheets, result trackers etc
  • Working collaboratively with business partners to help maintain advice center efficiencies, targets, licensing and audit requirements.
  • Running Webex meetings, creating training schedules, booking business partners for presentations.

Licensed Insurance Advisor

RBC Insurance
04.2017 - 01.2023
  • Support team with their inquiries by analyzing the situation, relevant rules and clear and concise interpretation of RBC's procedures and guidelines.
  • Review each and every call to identify opportunities, gaps to understand the issue and provide effective solutions and take actions to prevent recurrence and suggest changes for improving client experience.
  • Consistently review organization changes and identify the need for change, provide inputs to improve the process
  • Identify client needs and promote financial advice and solutions through effective probing and active listening skills.
  • Resolve underwriting concerns quickly through meticulous research, risk analysis and risk management techniques.

Field Sales Marketing Representative

Actv8 Marketing Inc. Canada
Mississauga, ON
09.2016 - 03.2017
  • Accurate recording of client information in an online form, outlining the terms and conditions and credit agreement to the customer as required by the law resulting in positive client experience and higher activation rate
  • Successfully implemented marketing initiatives and campaigns to enhance sales and targeted selling
  • Interviewed prospective clients to obtain data about their financial needs

Education

OTL Licensed -

CIP 130 -

PAC level 1 Certified -

ROC trained -

Skills

  • Quality Assurance and Control
  • Compliance and Auditing
  • Risk Management
  • Training and Development
  • Data Analysis
  • Reporting and Documentation
  • Excellent interpersonal, written and oral communication skills

ACHIEVEMENTS

  • RBC Performance year-end Conference award 2022
  • RBC Performance Year-End award for One Team RBC 2022
  • RBC Performance quarterly award for outstanding performance in March 2022
  • Recognized and awarded for deepening client relationship in March 2021
  • Recognized and awarded for Power of advice October and December 2021
  • Awarded for Bringing it Beyond-Outside the box thinker March 2019
  • Awarded for Organization & Accountibility August 2018

Timeline

Quality Assurance Analyst

RBC Insurance
01.2023 - Current

Transition Coach

RBC Insurance
05.2022 - 01.2023

Licensed Insurance Advisor

RBC Insurance
04.2017 - 01.2023

Field Sales Marketing Representative

Actv8 Marketing Inc. Canada
09.2016 - 03.2017

OTL Licensed -

CIP 130 -

PAC level 1 Certified -

ROC trained -

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Kuldeep Kaur