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
Similar Profiles
VIJAY CHAUHANVIJAY CHAUHAN
Front End Developer at OrangeMantra - Digital Transformation Services Technology Pvt Ltd.Front End Developer at OrangeMantra - Digital Transformation Services Technology Pvt Ltd.
Thamer AlamoudiThamer Alamoudi
Project manager at Digital Transformation Sector | King Abdulaziz City for Seines and Technology (KACST)Project manager at Digital Transformation Sector | King Abdulaziz City for Seines and Technology (KACST)
Angela UptonAngela Upton
Health care assistant at HSE Skibbereen Community HospitalHealth care assistant at HSE Skibbereen Community Hospital
Azmat KirmaniAzmat Kirmani
Senior Clinical Data Manager at ProPharma (FSP Group)Senior Clinical Data Manager at ProPharma (FSP Group)
Amy O'SheaAmy O'Shea
Supply Chain Intern at Boston ScientificSupply Chain Intern at Boston Scientific