Roland V.
Mid-Level Quality Assurance Assessor
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About
Roland M. is an accomplished professional with extensive experience in quality assurance and audit, fraud detection, and project management, having worked predominantly at RCS. From October 2019 to February 2025, he excelled as a Quality Assessor, evaluating customer services and fraud agent processes against established quality standards. His role involved auditing processes, documenting findings, and collaborating with teams to implement improvements. Earlier, between May 2017 and March 2019, he managed the Accounts Payable department, ensuring timely and accurate processing of invoices and payments while maintaining compliance. Roland also has experience as a Fraud Agent, where he analyzed transactions to avert fraudulent activities. At WNS, he served as a Senior Correspondence Advisor, handling complex communications and optimizing correspondence workflows. Roland's educational achievements include a National Diploma in Financial Management from Cape College and several certifications from Cisco Network Academy and UNISA. His skills in auditing, performance evaluation, fraud analysis, documentation, and project coordination have been instrumental throughout his career.
Experience
Quality Assessor
RCS · 2019 — 2025Evaluated calls and processes of Customer Services & Fraud agents against established quality standards. Conducted audits and assessments to identify areas needing improvement, documenting findings with objective observation and providing actionable feedback. Collaborated with cross-functional teams to resolve quality issues and implement corrective measures, while monitoring quality trends and reporting metrics to stakeholders.Accounts Payable
RCS · 2017 — 2019Processed and verified invoices, expense reports, and payment requests with accuracy and timeliness. Reconciled vendor statements and addressed discrepancies. Executed payments via approved methods and maintained accurate records and documentation. Communicated with internal teams and vendors regarding payment statuses and inquiries, supporting month-end and year-end closing activities while assisting with audit requests.Fraud Agent
RCS · 2015 — 2017Investigated and analyzed suspicious activities and transactions to minimize loss. Reviewed alerts and data to identify fraudulent behavior and conducted research to gather evidence for fraud investigations. Escalated confirmed cases in line with policy requirements and communicated findings to internal stakeholders, clients, or law enforcement as necessary while maintaining detailed documentation.Senior Correspondence Advisor
WNS · 2012 — 2014Drafted and reviewed complex written correspondence, ensuring high accuracy and professionalism in responses. Ensured compliance with regulatory and quality standards while serving as a subject matter expert on sensitive communications. Monitored correspondence workflows to optimize delivery processes and provided mentorship to junior staff, maintaining comprehensive records of all communications.Project Administrator
X-pert Group/ SSETA · 2004 — 2006Provided administrative support and coordination for project activities and deliverables. Facilitated communication among project team members and stakeholders while assisting with resource planning and budget tracking. Maintained organized project files and documentation to ensure proper oversight.
Skills & Expertise
Education
- National Diploma Financial ManagementCape College · — — 2019
- Forensic and Investigative auditingUNISA · — — 2017
- Matric / Grade 12Bellville South High School · — — 1998
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