Amy Mullane
Cork,Ireland
Summary
Articulate and results-driven professional with 10+ years’ experience in Quality Assurance, Compliance, and Team Leadership across technology, fintech, and healthcare sectors. Skilled in building QA frameworks, leading cross-functional teams, and ensuring compliance with regulatory standards (GDPR, HSE, audit). Proven track record of improving processes, enhancing service quality, and driving continuous improvement.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
Work history
CRM Quality Analyst
HSE Transformation and Technology
12.2024 - 06.2025
- Designed and implemented QA framework for SAP CoE Help Desk, ensuring SLA and audit compliance.
- Defined KPIs, monitored performance via dashboards, and delivered actionable insights to leadership.
- Created a knowledge base and trained Helpdesk teams, improving ticket resolution accuracy.
- Led root cause analysis sessions and drove process optimisations, reducing repeat issues.
Compliance Lead
PE Global
06.2024 - 12.2024
- Managed Compliance Officers in Cork & India, ensuring adherence to HSE and government standards.
- Oversaw audits, risk assessments, and candidate vetting (GDPR & Garda compliance).
- Developed KPIs and training programs, strengthening compliance efficiency.
Quality Assurance Lead
PFH Technology Group
04.2023 - 06.2024
- Built QA framework, SOPs, and audit processes across IT services.
- Delivered quality reviews and monthly dashboards, driving continuous improvement.
- Enhanced ticket quality by introducing corrective action plans and training programs.
Co-Editor (Voluntary)
Strukturriss
Cork
01.2021 - 04.2023
- Overseeing entire editorial process, from manuscript selection to final publication
- Collaboration with a team of writers and reviewers to curate and refine content that aligns with journals mission and maintains standard of quality.
- Managing submissions, coordinating with authors and ensuring publication schedules.
- Developed skills in content evaluation, project management and team leadership.
CPA Team Manager
Remitly
08.2022 - 03.2023
- Led operational KPIs (decision accuracy, SLA adherence) for customer protection team.
- Managed coaching, performance reviews, and daily operations across multiple shifts.
Quality Team Manager/Team Manager
Stripe
03.2021 - 07.2022
- Managed quality and support teams, delivering KPIs in productivity, CSAT, and compliance.
- Conducted data analysis and presented insights to global clients.
- Improved team performance through coaching, training, and performance reviews.
Quality Lead
Stripe
05.2019 - 03.2021
- Coached agents on quality and compliance standards, improving CSAT scores.
- Delivered QA training, performance feedback, and reports for management.
Earlier Roles (IT and Customer Support)
Stripe/Supercell/Sky
09.2016 - 04.2019
- Live Chat & Support Specialist (Stripe, Supercell), Support Advisor (Sky) – Gained IT customer service and technical troubleshooting experience.
Education
BA - English and Sociology
University College Cork
Cork, Ireland 09.2013 - 09.2016
Skills
- Quality Assurance & Compliance (QA Frameworks, Auditing, Risk Assessment, GDPR, ISO Standards)
- Leadership & People Management (Team Coaching, Performance Development, Stakeholder Engagement)
- Process Improvement (KPI/SLA Management, Root Cause Analysis, Change Management)
- Technical Expertise (SAP, CRM Systems, Zendesk, Microsoft Office Suite, Data Analysis & Reporting)
Interests
- Process Improvement | People Development | Research & Writing | Volunteering
Timeline
CRM Quality Analyst
HSE Transformation and Technology
12.2024 - 06.2025
Compliance Lead
PE Global
06.2024 - 12.2024
Quality Assurance Lead
PFH Technology Group
04.2023 - 06.2024
CPA Team Manager
Remitly
08.2022 - 03.2023
Quality Team Manager/Team Manager
Stripe
03.2021 - 07.2022
Co-Editor (Voluntary)
Strukturriss
01.2021 - 04.2023
Quality Lead
Stripe
05.2019 - 03.2021
Earlier Roles (IT and Customer Support)
Stripe/Supercell/Sky
09.2016 - 04.2019
BA - English and Sociology
University College Cork
09.2013 - 09.2016