Bianca Andrea Caruana
Żebbuġ
Summary
Certified quality and risk management professional with 10+ years spanning public, private, and NGO sectors. Experienced in establishing and leading Quality Audit, Risk, Research, and Innovation functions, implementing QMS, driving compliance (ISO 9001, ISO 31000, GDPR), and enabling continuous improvement and stakeholder satisfaction. Skilled in audit management, risk assessment, policy development, research coordination, and change leadership. Known for data-driven problem solving, conflict mediation, and cross-functional collaboration.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Quality Audit, Research & Innovation Manager
Aġenzija Sapport
01.2023 - 06.2025
- Established and led the Agency's Quality Audit, Risk, Research, and Innovation Department, ensuring operational excellence, compliance, and continuous improvement across directorates.
- Established and managed the Quality Audit, Risk, Research, and Innovation Department
- Conducted audits and managed the Quality Management System (QMS)
- Liaised with senior management to address audit findings; oversaw the Quality Feedback Mechanism
- Performed risk assessments and collaborated on resolution strategies
- Coordinated research requests and managed data collection and analysis
- Facilitated stakeholder engagement groups
- Interpreted and enforced regulations; delivered training; ensured privacy law compliance (GDPR)
- Led policy development and management, including structured reviews and upgrades
- Managed contracted translation services to improve accessibility of governance documents
- Served as Data Protection Officer (DPO) and CCTV Administrator
- Represented the Agency in national and international forums (e.g., ESN, EASPD)
- Introduced the Agency's first structured Quality Management System (QMS)
- Implemented and administered the first software for quality, risk, compliance, and stakeholder feedback
- Developed the framework and policy for the Data Protection Office, ensuring legal compliance
- Designed and oversaw the Agency's first whistleblower framework and policy as Whistleblower Reporting Officer
Services Manager - Liaison and Risk Management
Aġenzija Sapport
01.2021 - 01.2023
- Managed liaison and risk management functions, standardising services, developing policies, and implementing risk practices to enhance service delivery and compliance.
- Managed Sign Language Interpreter Service and supported service standardisation
- Mediated between the Agency and SCSA
- Evaluated and oversaw student placements
- Developed and reviewed operational policies
- Provided Positive Behaviour Support and conflict resolution
- Formulated documentation, including Confidentiality and Service Agreements
- Collected and distributed service data and reports
- Managed front desk staff; standardized customer care practices
- Developed COVID-19 measures; coordinated vaccinations and swabbing for staff and service users
- Oversaw internal and third-party research
- Managed public communications inbox
- Developed risk management practices and culture
- Established and managed a new department responsible for liaison and risk management
- Recognised as the first ISO-certified lead risk manager within the Agency
Founding Board Member, Treasurer & Public Relations and Marketing
TAMA
03.2020 - 01.2023
- Supported initial NGO setup as Treasurer; managed financial transactions and contractual business
- Oversaw major board decisions in NGO operations and governance
- Served as PR and Marketing Board Member; led communication strategies and outreach
- Designed the NGO logo; contributed to website and promotional materials
- Reviewed funding applications and project proposals
- Participated in conflict management and boards of investigations
- A women-led NGO advocating for migrant inclusion, gender equality, and disability rights.
- Played a pivotal role in establishing TAMA as a recognised women-led NGO
- Designed the logo still in use, contributing to brand identity
- Assisted in building the original website and promotional materials, improving visibility
- Supported successful funding applications enabling program delivery
Senior Executive II - Services, Research & Quality Assurance
Aġenzija Sapport
02.2018 - 01.2021
- Supported senior leadership in operations, policy development, and quality assurance initiatives to improve service delivery and compliance.
- Assisted the Director of Services and the Manager of Research & QA in daily operations
- Provided operational input and mediation across services
- Developed policies aligned with international and national standards
- Delivered Positive Behaviour Support and conflict resolution
- Provided training to new employees
- Formulated documentation for service delivery and compliance
- Collected and distributed service data and statistics
- Evaluated third-party research requests and facilitated participation
- Oversaw student placements and supported research projects
- Developed Quality Assurance Department frameworks and tools
- Acted as gatekeeper for interns and student researchers
- Led Sign Language Interpreter Team
- Contributed to foundational QA frameworks and tools
- Improved efficiency by mediating operational challenges across service areas
- Strengthened research collaboration by streamlining evaluations and participation
- Enhanced accessibility services by leading the Sign Language Interpreter Team
Leader - Community Services
Aġenzija Sapport
07.2014 - 02.2018
- Managed community-based services for persons with disabilities, leading a multidisciplinary team to deliver individualised support across Malta and Gozo.
- Led a multidisciplinary team of 25 staff delivering services across Malta and Gozo
- Provided consultancy to persons with disabilities and their families
- Conducted home visits and developed Individual Support Programmes
- Selected appropriate support workers and guided families on carer choices
- Handled complaints and implemented solutions to maintain service quality
- Managed rosters, shifts, and HR duties, including leave and allowances
- Implemented Positive Behaviour Support within the agency
- Successfully coordinated a large team delivering community services across regions
- Improved service delivery through tailored Individual Support Programmes and family consultations
- Enhanced organisational practices by introducing Positive Behaviour Support strategies
Professional Support Worker - Community Services
Aġenzija Sapport
11.2012 - 07.2014
- Delivered direct support and consultancy services to families of persons with disabilities, ensuring individualised care plans and continuity across settings.
- Provided support and consultancy to families of persons with disabilities
- Conducted home visits and developed Individual Support Plans
- Supported carers and advised on client needs
- Handled complaints and administrative duties, including leave and allowances
- Performed on-call duties for residential and day centre services
- Enhanced family engagement and care quality through personalised support plans
- Strengthened service delivery by providing responsive on-call support
- Improved administrative efficiency in HR-related tasks
Journalist
MediaToday Ltd
09.2011 - 11.2012
- Produced news articles and investigative reports for print and online platforms in Maltese and English, covering diverse topics and managing editorial content.
- Wrote articles for newspapers and online portals in Maltese and English
- Covered health, politics, finance, education, and human interest topics
- Conducted investigative journalism and interviews
- Managed weekly news highlights and summaries
- Liaised with MITA for event coverage
- Delivered investigative pieces contributing to public discourse
- Strengthened editorial processes by managing weekly summaries and highlights
Recruitment Consultant
deVere Group
02.2011 - 05.2011
- Supported recruitment operations for a global financial services company, managing candidate sourcing and selection processes.
- Managed applications and conducted phone interviews
- Head-hunted candidates and briefed them on roles
- Performed background checks and maintained the recruitment database
- Successfully sourced and screened candidates for specialised roles
- Improved recruitment efficiency through database management
Personal Assistant to the Directors
Vinci Group
10.2010 - 01.2011
- Provided executive support across security, accountancy, logistics, and traffic law enforcement businesses, including administrative tasks and tender applications.
- PA to the executive director and operations directors of four sub-companies
- Managed administrative tasks in security, accountancy, logistics, and traffic law enforcement
- Applied for tenders on behalf of sub-companies (Aurelia Enforcement, J.F. Security Services, J.F. Logistics, PF Services)
- Streamlined tender application processes for multiple subsidiaries
- Delivered high-level administrative support across diverse business functions
Payment Services Advisor
Northway Brokers Ltd
04.2010 - 11.2010
- Handled payment processing and debt management for UK customers with defaulted payday loans, ensuring compliance and customer satisfaction.
- Contacted UK customers to process payments or advise on repayment plans
- Liaised with debt management companies to arrange suitable repayment plans
- Processed payments and advised based on customer preferences and financial data
- Assisted in reducing defaults through effective negotiation and repayment planning
- Built strong customer relationships by providing tailored financial advice
Freelance Journalist
MediaToday Ltd
08.2007 - 11.2008
- Produced feature articles on diverse topics for print and online media while pursuing university studies.
- Wrote features on finance, bird hunting, interviews with war veterans, music collaborations, and local politics
- Conducted interviews and research for in-depth stories
- Delivered impactful features highlighting cultural and social issues
- Contributed to collaborations with music academies featuring Paul McCartney
Telephone Advisor
Telepage Ltd
05.2005 - 08.2005
- Provided customer service and order processing for UK clients via telephone, ensuring accuracy and satisfaction.
- Handled calls from UK customers to place catalogue orders
- Responded to queries, claims, and processed payments over the phone
- Maintained high customer satisfaction through efficient service delivery
- Ensured accurate order processing and payment handling
Education
MSc - Psychology
University of Sunderland
01.2022
Bachelor's - Anthropology and Psychology
University of Malta
01.2009
Skills
- Quality auditing expertise (ISO 9001)
- Quality management system implementation
- Risk Management (ISO 31000)
- Governance, risk management, and compliance
- GDPR compliance expertise
- Data confidentiality practices
- Regulatory framework design
- Onboarding and training
- Research project management
- Stakeholder relationship management
- Operational Excellence
- Core principles of project management
- Cross-functional team management
- Organisational change management
- Skilled in utilising various tools (Microsoft, Google, Asana, Shireburn Indigo, Qualipro QMS Software, CMS platforms)
- Strong communication skills
- Effective conflict resolution
- Cost management
- Effective strategic decision-making and thinking
- Strategic public relations
- Quality assurance framework development
- Workforce development
- Research evaluation, data analysis and reporting
- Employee relations management
- Consultative client engagement
- Operational service alignment
- Management of administrative functions
- Strong relationship-building abilities
- Professional writing
- Executive support
- Skilled at prioritising tasks simultaneously
Certification
- ISO 9001:2015 Lead Auditor, IRCA/CQI, Bureau Veritas, 01/01/23
- ISO 31000:2018 Lead Risk Manager, Bureau Veritas, 01/01/21
- Qualipro QMS Software - Certified User, 01/01/24
- Google Project Management - Foundations; Initiation; Planning, 01/01/25
Languages
English
Maltese
Italian
Tools And Platforms
- Microsoft 365 (Word, Excel, PowerPoint, Outlook)
- Google Workspace
- Asana
- Shireburn Indigo (HR & Payroll)
- Qualipro QMS Software
- CMS platforms
References
· Carmen Burmingham | Services Manager - Aġenzija Sapport. Now retired - Reference Letter.
· Joseph Cini | Former CEO - Aġenzija Sapport +356 79452805. Reference Letter.
· Kristin Baldacchino | Former Director - Aġenzija Sapport +356 99008447. Reference Letter.
· Mauro Farrugia | Former Director - Aġenzija Sapport +356 79003243. Reference Letter.
· Oliver Scicluna | CEO - Aġenzija Sapport oliver.scicluna.3@gov.mt. Reference Letter.
· Paul Clough | Former Professor of Anthropology at the University of Malta. Now deceased - Reference Letter.
Robert Delia | Former HR Manager - Telepage Ltd. No contact number. Reference Letter.
Timeline
Quality Audit, Research & Innovation Manager
Aġenzija Sapport
01.2023 - 06.2025
Services Manager - Liaison and Risk Management
Aġenzija Sapport
01.2021 - 01.2023
Founding Board Member, Treasurer & Public Relations and Marketing
TAMA
03.2020 - 01.2023
Senior Executive II - Services, Research & Quality Assurance
Aġenzija Sapport
02.2018 - 01.2021
Leader - Community Services
Aġenzija Sapport
07.2014 - 02.2018
Professional Support Worker - Community Services
Aġenzija Sapport
11.2012 - 07.2014
Journalist
MediaToday Ltd
09.2011 - 11.2012
Recruitment Consultant
deVere Group
02.2011 - 05.2011
Personal Assistant to the Directors
Vinci Group
10.2010 - 01.2011
Payment Services Advisor
Northway Brokers Ltd
04.2010 - 11.2010
Freelance Journalist
MediaToday Ltd
08.2007 - 11.2008
Telephone Advisor
Telepage Ltd
05.2005 - 08.2005
MSc - Psychology
University of Sunderland
Bachelor's - Anthropology and Psychology
University of Malta