Stephen Heinpalu
Calgary,AB
Summary
Veteran Quality Assurance Analyst whom provides critical support maintaining QMS standards. Over 15 years of experience performing necessary QA audits and pulling key data to assemble detailed analytical reports. Training support staff to enhance processes. Excellent communication, planning and problem-solving skills, noting criteria and obstacles to quality management system effectiveness.
Overview
23
23
years of professional experience
Work History
Quality Assurance
Energy Safety Canada
08.2008 - Current
- Implemented feedback from quality assurance evaluations to enhance customer interactions and service delivery.
- Complete quality assurance reviews and final inspections.
- Perform quality assurance testing on new systems, identifying bugs and recommending fixes.
- Promote a culture of continuous improvement through active participation in quality assurance initiatives.
- Produced monthly reports using advanced Excel spreadsheet functions.
- Collaborated with cross-functional teams to ensure data integrity and accuracy, resulting in more accurate information.
- Foster professional development, organizing workshops, seminars, and mentorship opportunities for stakeholders.
- Mentor junior auditors, sharing knowledge and best practices to foster growth within the team.
- Followed established auditing processes to meet internal and regulatory requirements.
- Provided detailed documentation on audit findings, facilitating swift corrective action when necessary.
- Drafted, reviewed and revised contracts for accuracy and completeness.
Training Champion, Customer Service Representative
Shaw Cablesystems Ltd.
11.2001 - 06.2008
- Trained and mentored 400+ new personnel hired to fulfill various roles.
- Enhanced employee performance by developing and implementing comprehensive training programs.
- Created a positive learning environment by incorporating adult learning principles into all instructional designs.
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Conducted reference checks, background screening and other pre-employment checks to verify information on applicant's resume.
- Coordinated schedules to arrange management interviews with applicants.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
Occupational Health And Safety Diploma - Occupational Health And Safety
University of Calgary
Calgary, AB01.2025
Occupational Health And Safety Advanced Certificat
University of Calgary
Calgary, AB06.2020
Health Safety And Environment Certificate
University of Calgary
Calgary, AB02.2014
Human Resource Management Certificate
University of Calgary
Calgary, ABCertificate in Professional Management
University of Calgary
Calgary, ABSkills
- COR / SECOR Audit and Quality Assurance Tools
- Problem Resolution / Critical Thinking
- Computer Skills (Microsoft Office, Teams, Zoom, Sharepoint, more)
- Teamwork and Collaboration
- Data Analysis and Excel Functions
- Attention to Detail
- Analytical Thinking
- Internal Communications
- Workshop Facilitation
Accomplishments
Member of ESC Health and Safety Committee for 4+ years including roles as Chairperson.
Fire Warden / First Aider
Timeline
Quality Assurance
Energy Safety Canada
08.2008 - Current
Training Champion, Customer Service Representative
Shaw Cablesystems Ltd.
11.2001 - 06.2008
Occupational Health And Safety Diploma - Occupational Health And Safety
University of Calgary
Occupational Health And Safety Advanced Certificat
University of Calgary
Health Safety And Environment Certificate
University of Calgary
Human Resource Management Certificate
University of Calgary
Certificate in Professional Management
University of Calgary
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