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Zakaria
AI Quality Assurance Analyst | Risk
Contato
Competências
Demonstrated experience with GRC (Governance, Risk & Compliance).
Demonstrated experience with Risk Management.
Demonstrated experience with Incident Management.
Demonstrated experience with Risk Assessment & Risk Treatment Plans.
Demonstrated experience with Access Management.
Formação acadêmica
Idiomas
Resumo
Professional profile
Experiência
AI QUALITY ASSURANCE ANALYST | RISK, COMPLIANCE & EVALUATION
Évaluation de livrables générés par IA (qualité de présentation, cohérence visuelle, mise en forme, utilisabilité et conformité aux directives de projet).. Application de grilles d'évaluation structurées pour comparer les sorties, identifier les problèmes de qualité et formuler des appréciations justifiées.. Contribution à l'assurance qualité et à la conformité des processus d'évaluation dans un environnement de travail indépendant à distance.
BUSINESS DEVELOPMENT & OPERATIONS | OWNER & MANAGER
Piloté la conformité et la gouvernance des opérations import/export en définissant des contrôles, procédures (SOP) et une traçabilité documentaire pour assurer l'alignement réglementaire et la préparation aux audits.. Réalisé des évaluations des risques sur l'ensemble de la chaîne (fournisseurs, expéditions, douanes, paiements), identifié les risques opérationnels et de conformité, et déployé des plans de mitigation.. Géré le risque tiers / fournisseurs via la négociation de contrats intégrant des exigences formalisées (niveaux de service, documentation, gestion des litiges).. Sécurisé l'environnement Google Workspace : contrôles d'accès, gestion des habilitations, politique de partage et principes de gouvernance des données.
Technical Support & Customer Service
Diagnosed and resolved complex incidents related to online banking and ATM services, applying a structured incident management approach (qualification, prioritization, traceability).. Strengthened account security by strictly enforcing authentication and recovery protocols, using access control logic and reducing fraud/compromise risks.. Optimized ticket handling (standardization, categorization, routing, and tracking), reducing average resolution time and improving operational reporting quality.
Dispute & Credit Specialist
Managed and analyzed credit disputes and chargeback investigations applying quality controls and rigorous traceability.. Implemented and enforced banking compliance protocols (procedures, controls, escalations) to strengthen financial risk management.. Used TSYS, AS-400, and Customer Connect to secure and standardize account adjustments and ensure reliable evidence documentation.
Assistant Manager
Managed complex customer support requests, ensuring efficient resolution and high satisfaction levels.. Optimized inbound call management, reducing wait times and improving operational efficiency.
Accounts Receivable Specialist
Managed a portfolio of accounts in debt collection, reducing payment delays and optimizing account management.. Implemented dispute escalation strategies, improving the resolution rate of financial conflicts.
Customer Service Representative
Assisted customers in managing mobile subscriptions and resolving billing disputes.. Maintained accurate customer databases for efficient case management.