Roland Malagas

Evaluate Customer services & Fraud agents calls and processes against defined quality standards and guidelines Conduct audits, reviews, or assessments to identify errors, inconsistencies or areas for improvement Document findings with clear, objective observations and actionable feedback

Quality Assessor at RCS (2019-10 – 2025-02)

• Evaluate Customer services & Fraud agents calls and processes against defined quality standards and guidelines
• Conduct audits, reviews, or assessments to identify errors, inconsistencies or areas for improvement
• Document findings with clear, objective observations and actionable feedback
• Collaborate with cross-functional teams to address quality issues and implement corrective actions
• Monitor quality trends and report performance metrics to stakeholders

Accounts Payable at RCS (2017-05 – 2019-03)

• Process and verify invoices, expense reports, and payment requests accurately and in a timely manner
• Reconcile vendor statements and resolve discrepancies
• Prepare and execute payments via approved methods
• Maintain accurate accounts payable records and documentation
• Communicate with internal teams and external vendors regarding payment status and inquiries
• Support month-end and year-end closing activities
• Assist with audit requests and compliance reporting

Fraud Agent at RCS (2015-06 – 2017-04)

• Detect, investigate, and analyse suspicious activity or transactions to prevent loss
• Review alerts, patterns, and data to identify potentially fraudulent behavior
• Conduct research and gather evidence to support fraud investigations
• Escalate confirmed cases in accordance with policy and regulatory requirements
• Communicate findings to internal teams, clients, or law enforcement, as appropriate
• Maintain detailed case documentation and support decision-making processes

Senior Correspondence Advisor at WNS (2012-02 – 2014-12)

• Draft, review, and respond to complex written correspondence with high accuracy and professionalism
• Ensure all responses meet regulatory, policy, and quality requirements
• Act as a subject matter expert on escalated or sensitive communications
• Monitor correspondence workflows and optimise processes for timely delivery
• Mentor and support junior correspondence staff
• Maintain comprehensive records of communications and approvals

Project Administrator at X-pert Group / SSETA (2004-09 – 2006-05)

• Provide administrative support and coordination for project activities and deliverables
• Facilitate communication among project team members and stakeholders
• Assist with resource planning, budget tracking, and procurement follow-up
• Maintain organised project files and records

Introduction to Cybersecurity – Cisco Network Academy (2026)

Networking basics – Cisco Network Academy (2026)

National Diploma in Financial Management – Cape College (2019)

Forensic and Investigative auditing – UNISA (2017)

British Gas Training Program – FET College / British Gas (2012)

NQF Level 4 in Project Management – SSETA / X-Pert Group (2005)

Matric / Grade 12 – Bellville South High School (1998)