Faakhirah Fakier
Quality Assurance Advisor
Cape Town
Summary
Motivated Quality Assurance Specialist with expertise in conducting thorough inspection processes to ensure customer and organizational requirements are met. Proficient in effective communication and excelling in high-pressure, fast-paced environments. Demonstrates excellent organizational skills and exceptional time management abilities.
Overview
10
10
years of professional experience
2035
2035
years of post-secondary education
Work History
Quality Assurance Advisor
Sigma
11.2023 - Current
- Assessing calls and dealing with various stakeholders in the operation to ensure the quality metrics are all met day in day out.
- Ensuring that all calls are up to Sigma and client quality, ensuring all quality processes are followed.
- Accompany evaluations and call monitoring with meaningful and constructive feedback
- Providing urgent communication in the event where immediate action is required to prevent further detriment to the business.
- Picking up trends within a team and feeding it back to Service Delivery Managers, Team Lead and advisors with improvement plans.
- Run calibration sessions to maintain consistency in internal and external evaluations.
- Evaluating complaints to make sure the quality is in line with client expectations.
Customer Service Adviser
Sigma SA
01.2019 - 10.2023
- Providing customer service for both business and residential clients
- Input customer information, call notes and personal data onto internal database
- Established warm and friendly rapport whilst interacting with customers by phone, email and on live chat
- Addressed technical difficulties by quickly identifying and troubleshooting customer issues to achieve timely first-time resolution
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction
- Followed up on customer issues, reaching out to verify satisfaction beyond initial communication
- Referred customers to team leaders and expert advisers for complex inquiries
- Generating invoices and statements
- Submitting payment processors securely
- Transferring calls to and from departments.
Assembler
Gap Design
01.2015 - 01.2016
- Kept workstation tidy to comply with health and safety and cleanliness standards
- Measured parts to precisely fit components and conform to set parameters
- Examined and monitored equipment to determine performance and functionality, maintaining wear and tears
- Collaborated with line group to divide tasks and assemble products before target deadlines
- Removed minor scratches and imperfections of products and components to improve aesthetics and quality.
Education
Certificate in Business Management -
False Bay College
04.2001 - 01.2019
Matric -
South Peninsula High School
Certificate - Recruiting; Talent Acquisition & Hiring
Udemy
Skills
Problem Solving
Adaptability
Communication
Time Management
Data Analysis
Ability to multi task
References
- Vuyolwethu Madyibi, 076 098 5970
- Yvette Kruger, 021 534 1710, Owner, Gap Design
Timeline
Quality Assurance Advisor
Sigma
11.2023 - Current
Customer Service Adviser
Sigma SA
01.2019 - 10.2023
Assembler
Gap Design
01.2015 - 01.2016
Certificate in Business Management -
False Bay College
04.2001 - 01.2019
Certificate - Recruiting; Talent Acquisition & Hiring
Udemy
Matric -
South Peninsula High School
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