Agile Coach

Nedbank

June 2018 to Actually working here

? Currently Coaching 5 Squads/Teams on Agile, Scrum and nWOW (New Ways of Working)
? Member of the nWoW Enablement Team working and supporting squads towards the 20/20 Strategy
? Member of POCLAC (Product Owner/Chapter Leads/Agile Coach forum
? Participate in the COP - Communities of Practice to drive the Agile Coaching mindset
? Agile Project Management using Safe and Scrum and Kanban
? Use Agile methodology to carry out SDLC process for software and application (App, Web and android) developments through iterative and incremental process models through DevOps Pipeline
? Support the Agile Centre of Excellence in driving the implementation of Agile principles and practices across the Group Technology portfolio.
? Assist in driving the Enterprise Agile Transformation and Change Management for the Group.
? Assist in creating internal capabilities to train the new roles in the Agile ways of working.
? Guiding Solution Delivery teams and the organisation on how to use Agile practices and values
? Guiding the team on how to get the most out of self organisation
? Assessing the Scrum Maturity of the team and organisation and coaching the team to higher levels of maturity, at a pace that is sustainable and comfortable for the team and organisation
? Removing impediments or guiding the team to remove impediments by finding the right personnel to remove the impediment.
? Building a trusting and safe environment where problems can be raised without fear of blame, retribution, or being judged, with an emphasis of healing and problem solving.
? Facilitating getting the work done without coercion, assigning, or dictating the work.
? Facilitating discussion, decision making, and conflict resolution
? Assisting with internal and external communication, improving transparency, and radiating information
? Supporting and educating Product Owners, especially with respect to grooming and maintaining the product backlog.
? Providing all support to the team using a servant leadership style whenever possible, and leading by example

Quality Assurance in Projects

BMW SA

March 2015 to June 2018

Agile Coach Role Description
? Drive organisation Agile adoption strategy (100% Agile and ITPM BMW Agile).
? Provide hands-on training, workshops and materials to increase quality, decrease velocity and efficiency
? Agile Project Management using Safe and Scrum
? Participate in the COP - Communities of Practice to drive the Agile Coaching mindset
? Assist in driving the Enterprise Agile Transformation and Change Management for the Group.
? Lead project teams in project initiation, organization, goal and change management aspects of Agile
? Develop agile training materials and process guidelines including JIRA dashboards, templates, and Confluence pages
? Deliver Agile training sessions, workshops, and one-on-one coaching for Business and IT participants
? Facilitate cross functional team mediation and communication across various technical team
? Partner with senior leadership to ensure alignment with Agile methodology
? Identify and assist in removing impediments and distractions that prevent a team from completing the work it has negotiated for a given sprint
? Facilitate sprint planning, retrospective, and daily activities related to stand-ups and sprint burn down
QAP Role description
? Working as a QAP/Agile Coach on Local and Global Projects
? Manage the quality standard within the project and QM framework
? Ensure adherence to Project Management methodology and governance requirements
? Escalate project deviations in a timely manner.
? Plan, initiate and execute Review and Gateway Meetings.
? Assess whether project Risk Management procedures have been established, defined, managed and mitigated.
? Creation of QM-Plan for the quality verification of project governance deliverables within a project.
? Align QM activities with project management and agree on and follow-up on implementation of corrective QM measures.
? Communicate proactively and establish and on-going support in terms of Governance structures which include liaising with Project Team, Steering Committee
and when necessary Escalation Committee, Project Team, Test Management, Business Leads and Assessors.
? Ensure execution of project kick-off meeting with all relevant key stakeholders
? Provide training and mentoring to the project team on Project Management Methodology within the QM framework.
? Plan QM activities for each project phase incl. clarification of responsibilities, resource allocation and capacity
? Maintaining a project roadmap to track projects throughout the project lifecycle and identify key dependencies
? Align QM activities with Project Deliverables and agree on and follow-up on implementation of corrective QM measures.
? Give input on the Project lessons learnt and project closedown report

QA Specialist

SARS, South Africa

February 2014 to July 2015

The main objective was to coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers.
Responsible for ongoing management of the technology that is used to deliver and support services within Operations.
? Ensure responsive stable services and robust end to end operational practices
? Execution of processes and services
? Monitoring and Data analysis through ensuring that QA Assessors performs call monitoring by analysing sets of data from all sources within the Service Desk and Incident Management systems.
? Uses quality monitoring data management system to compile and track performance at team and individual level. Provides actionable data to various internal support groups as needed.
? Ensure compliance management through adhering to quality standards and in instances where there is deviation; ensure that the necessary remediation action is taken.
? Verify incidents and requests to ensure customer satisfaction
? Responsible of the creation, update and manage the Customer survey and report accordingly.
? Establish and maintain effective working relationships with IT Support teams and all IT Service Management teams to assist in ensuring that quality assurance is a top priority in all teams.
? Relationship Building - Establish and maintain effective business relationships with customers to ensure compliance and establishing a healthy feedback channel.
? People Management - Engage staff regularly and manage direct reports to obtain maximum output by attending weekly status and operations meetings
? Reporting - Generate monthly MIS reports, Efficiency Reports and the processing of ad-hoc requests.
? Documentation of all the processes & operating procedure
? Requirements Analysis for Process Improvements through identifying of improvement areas that will enhance efficiency and effectiveness
? Requirement Analysis and Project Management - Managed internal projects to enhance the services provided to customers

Quality Manager

EOH

December 2008 to May 2014

Managed teams of Quality Analysts across 4 Accounts/Clients ensuring that all activities associated with operational services regardless of whether they are executed by the service provider,
a third-party supplier or by users/customers are properly conducted, controlled and managed.
Responsible for quality assurance capabilities in Operations, including the IT Service Desk. Problem Management, Change Management Release management and Vendor Management
Ensuring agreed levels of service needed to deliver in a continually evolving technical and organisational environment through meeting business requirements and with a specific focus to
ensure that users receive streamlined and consistent service levels at all touch points.
Duties
Reporting and Standards
? Report Customer, Business and Compliance
? Provides recommendations on the action to be taken to improve performance across Customer, Business and Compliance
? Tracks progress made by the Business Unit?s in the implementation of recommended action
? Develops and delivers reports to meet the Business Unit?s and Client?s requirements
? Conduct trend analysis and report/recommend improvements establishing programs of quality improvement
Business Development and Process Innovation
? Identifying areas for improvement across the business and suggesting workable solutions to identified opportunities, to improve the client experience (training requirements, business processes, systems and technology)
? Provide feedback regarding performance deviations and assist in identifying solutions
? Participate in the design of new QA measurements and processes
? Enhancement of existing measurements and processes
? Facilitate changes to procedure documents, SOP?s and other documents for a technical discipline and operational compliance
? Improving quality of all actions, processes and procedures within Service desk
Requirement Analysis
Functional Requirements for the new Contact Centre Solution (CIC - Customer Interaction Client) which was based on the Operational requirements
? Worked with the sources external Vendor on the transitional requirement to ensure the implementation was executed accordingly
? Liaised with different vendors to find a suitable solution based on operational needs
Risk Management
? Play an active role in ensuring risk consciousness by escalating problems identified in complaints and ensuring that the complaints process is adhered to in QA
? Direct the investigation and resolution of customer complaints through the business units to ensure full response and continuous control over service, and product delivery.
? Escalate non-adherence of compliance and authentication as identified during quality checks to the Compliance office to mitigate risks in the business
Quality Management
? Manages overall quality processes and assumes accountability for the Business Unit?s quality management practices
? Monitor business units to ensure service level agreements both internally and externally are being met and managed
? Establishes and implements programs for quality improvement, and successful measurement criteria.
? Meets with the Operational Management team regularly to provide feedback on quality performance, trends and focus areas.
? Manages delivery of customer experience programme by analysing data to identify key priorities and aligns the quality programme and coaching activities to assess and develop identified areas.
?
Quality Control
? Conducts regular calibration sessions to ensure the validity and reliability of results
? Conducts regular assessments to ensure validity and reliability of results
? Conduct quality audits of service calls, business processes and transactions as well as the management operation system.
? Ensures disputes and complaints are effectively managed and tracked
? Accurately review and analyse data, documentation and business processes
People Management
? Manage performance
? Documents direct reports? Personal Development Plans
? All Quality Management supporting documentation is maintained by the owners and published on the Intranet.
? All Quality Management processes and supporting documentation is reviewed as per the TSS MS review schedule, maintained by the owners and published on the Intranet.

Quality Assurance

RMB Private Bank

June 2006 to November 2008

Monitoring and measuring of quality and customer service standards for banking operations
Completed quality assessments on RM Deals, SCF, SF, Demands, Building Loans and Commercial loans
Emailing instruction to administrators and managers when errors are encountered on deal assessments.
Developing criteria, weighting of scores and setting the benchmark level for quality assessments.
Design and development of QA reports for various departments i.e. Loading, Bonds, and other sales channels withi

Quality Assurance

FNB Direct

November 2005 to May 2006

? Assess and Monitoring of quality of service provided by consultants against set measurements by listening and assessing consultant calls and reviewing written communication - Monitoring of calls in accordance to our world class standards - Assess 200 calls a week.
? Timely and accurately collate feedback regarding each consultant?s performance according to QA measurements and other KPI measurements
? Identify trends and feedback to team leaders and Knowledge Manager
? Assist in driving perform

QA Analyst

GSSC

April 2003 to October 2005

Monitoring of calls in accordance to our world class standards
- Assess 130 calls a week.
Pulling and compiling reports for weekly Management meetings.
Ad hoc Duties for the quality assurance team leader.
Moderator for calibration session which are held weekly with QA and Team leaders.
When recruiting new agents I provide induction sessions on all QA criteria and processes.
Client liaison on service delivery and quality standards
Client and customer satisfaction through conducting surveys

Programme in Project Management (PPM)

January 2018 to January 2018

Agile leading SAFe

January 2017 to January 2017

Prince 2

January 2017 to January 2017

Business Analysis

January 2015 to January 2015

ITIL Operations

January 2013 to January 2013

ITIL Strategy

January 2013 to January 2013

ITIL Foundation

January 2013 to January 2013

ISO/IEC 20 000

January 2011 to January 2011

Project Management PMBOK Certification

January 2010 to January 2010

Career Goals

Industries of interest

Areas of interest

Availability to travel and work outside the city

Yes

Interests and hobbies