Quality Assurance

Quality-Assurance-and-Quality-Control

Quality EA Service

As an Executive Assistant, Zean Howell aims to support senior management and its executive by providing effective and efficient Executive Assistant Services. This may include the following:
  • Produce and manage information by transcribing, formatting, encoding, editing, retrieving, copying, and transmitting text, data, and graphics.
  • Conserving executive’s time by reading, researching, and routing correspondence; drafting letters and documents; collecting and analysing information; initiating telecommunications.
  • Maintaining executive’s appointment schedule by planning and scheduling meetings, conferences, teleconferences, and travel.
  • Representing the executive by attending meetings in the executive’s absence; speaking for the executive.
  • Welcomes guests and customers by greeting them, in person or on the telephone; answering or directing inquiries.
  • Maintaining customer confidence and protects operations by keeping information confidential.
  • Completing projects by assigning work to clerical staff; following up on results.
  • Preparing reports by collecting and analysing information.
  • Securing information by completing data base backups.
  • Providing historical reference by developing and utilising filing and retrieval systems; recording meeting discussions.
  • Maintaining office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; evaluating new office products; placing and expediting orders for supplies; verifying receipt of supplies.
  • Ensuring operation of equipment by completing preventive maintenance requirements; following manufacturer’s instructions; troubleshooting malfunctions; calling for repairs; maintaining equipment inventories; evaluating new equipment and techniques.
  • Maintaining professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
  • Contributing to team effort by accomplishing related results as needed.

Management

Schedule Management – Executive assistants are often responsible for scheduling. This may include setting up travel, meetings, speaking engagements and other appointments for the executives they are assigned to work with. In addition to making appointments, this may also involve ensuring there are no scheduling conflicts and making sure executives know where they need to be when.
Office Management – Individuals who work as executive assistants often have office management duties. These responsibilities may involve overseeing the work of clerical and other administrative employees, as well as making sure that everything is in place for the office to function smoothly. Tasks may range from keeping up with office supply inventory to negotiating leases and purchasing agreements to approving vacation requests for clerical employees.
HR Management – Executive assistants can also support HR Managers in creating HR reports, forms, templates and other HR-related documents. They explain company policies and procedures to employees. Supervised by an HR manager, they may also perform payroll and timekeeping functions. An EA handle essential recruitment tasks, including posting job openings, reviewing resumes, calling candidates and scheduling interviews.
Communication Liaison – Executive assistants often manage the flow of information to members of the executive leadership team. They may screen phone calls, open and sort mail, and summarize reports and memos that are received before passing the information on to the people they assist.
Information Preparation – Executive assistants are often involved in preparing and formatting information for internal and external distribution. This may include writing letters and memos, compiling data for reports, creating computerised presentations, writing reports, transcribing dictation, editing, proofreading and other information preparation duties.
Records Management – Maintaining company records sometimes falls under the scope of executive assistant duties. They may be responsible for setting up and managing both electronic and paper filing systems, as well as taking steps to maintain that the company is in compliance with all applicable record-keeping requirements.
Data Analysis – People who work as executive assistants are often involved in data analysis, using a combination of computer and critical thinking skills. For example, while top-level executives are accountable for ensuring that the company is meeting its overall financial goals, in many cases it is the assistant who carefully analyses financial data and creates reports that identify areas of concern the executive may need to focus on.
Discretion – Executive assistants may have access to information about compensation plans, upcoming layoffs, internal investigations based on employee complaints, company trade secrets and other confidential information. Virtually every executive assistant is in a position of being privy to information that must be protected, so being able to maintain confidentiality and exercise discretion is essential for success in this type of job.

Health and Safety

Zean Howell will ensure that each work she undertakes or supervises will be carried out in a safe manner.
WHS Policies and Procedures – In accordance with Work Heath and Safety 2011, Zean Howell follows the Australian Standards in following safe work practices within the workplace.

Internal Policies

Policies provide a framework within which an organisation makes choices about how it operates and so can either help or hinder the implementation of the strategic plan. Zean will abide to internal policies and procedures that is set out within her employment. This may include but not limited to:
  • Employment
  • Finance
  • Premises
  • Confidentiality
  • Diversity
  • Risk management
  • Service delivery
  • Training

Quality Admin Support Service

ZH Admin Support aims to provide collaborative administrative support service that meets realistic expectations of the client.

Primary Agent

* Provides collaborative one-on-one administrative service to clients who are based in Gold Coast and South Brisbane area.

* Oversees the qualification and continuous learning of individual support agent and teams.

* Supervises the quality of outputs made by support agents.

* Manages work load and schedules of each support agents.

* Assigns client to support agents.

* Implements strict adherence to the protection of clients’ privacy rights, Work Health and Safety, and relevant Industry Code of Practices.

* Oversees the validity and accurate of amounts reflected in invoices and quotes.

Support Agent

* Provides collaborative virtual and ad-hoc support to clients of ZH Admin Support.

* Ensures timely submission of quality outputs.

* Takes responsibility on mistakes and are self-directed in providing quality outputs.

* Follows Australian legislation and standards such as Privacy Act, Work Health and Safety, and Industry Code of Practices that relates to their client.

* Ensures that the amounts reflected in invoices and quotes are honest and valid.

* Collaborating Partners under the Support Agent list are independent businesses. They function as a separate unit. To access their services, they need to be contacted directly.

Team of Support Agents

* Provides professional support service from various skill sets.

* Operates in clear matrixes that supports the business objectives of the client.

*  Keeps clear and open communications that are strictly work-related.

* Conduct disciplined weekly progress report sessions.

* Follows SMART objectives in breaking down deliverables into smaller pieces that can be finished in shorter time periods.

* Practices interdependence amongst team members and follows instructions from the Primary Agent.

Management

2.1  ZH Admin Support maintains a range of Internal Quality Assurance arrangements. This may include but not limited to the following:

* risk management

* continuous improvement

* discrimination and workplace harassment

* team guidelines and disciplinary procedures

* financial management

* records management

* recruitment and induction of subcontractors

* subcontractor qualifications

* professional development record of subcontractors

Health and Safety

All Admin Support Agents have a primary responsibility to ensure that the work they undertake or supervise is carried out in a safe manner.

WHS Policies and Procedures

In accordance with Work Heath and Safety 2011, ZH Admin Support follows the Australian Standards in providing safe work environment for contractors and clients, and necessary report system in recording workplace injuries.

Internal Policies

 Code of Ethics

This is an internal code of that ensures ethical standards in all support agents. It discusses guidelines on how to uphold professional and individual growth without compromising ethical values.

Pledge of Service

This is an internal pledge for quality service from all support agents. It discusses guidelines on how to deliver and manage client request and complaints.

Code of Practice

This is an internal code for all support agents. It discusses guidelines on how to treat clients according to Australian Standards and Code of Practices.

Privacy Policy

This is an internal policy that adheres to Privacy Act 1988. It discusses how ZH Admin Support follows proper handling of personal and confidential information of clients.