Khumbudzo Ramakuela
Quality Assurance Analyst
Centurion
Summary
Experienced Quality Assurance professional in the Sage Software Industry with expertise in various Sage products, including Sage Premier, Classic, Sage Payroll Professional, and Sage 300 People/HR. Currently serving as a Quality Assurance professional in the Sage 300 People department at Sage South Africa. Motivated by a deep desire to drive positive change in society, I approach my work with dedication, enthusiasm, and loyalty. Recognized for meticulous research, adept analytical capabilities, and strategic thinking. Proactive and solution-oriented, continuously striving to identify and implement effective solutions to challenges.
Overview
7
7
years of professional experience
17
17
years of post-secondary education
2
2
Languages
Work History
Quality Assurance Analyst
Sage South Africa
10.2023 - Current
- Monitor and assess call and email quality to ensure alignment with company standards, indirectly supporting accurate payroll processing and customer service.
- Collect and analyze team and individual performance data to identify trends, improving process compliance and data accuracy.
- Prepare detailed reports and performance insights for management to support informed decision-making—comparable to generating payroll reports for stakeholders.
- Facilitate quality calibration sessions and coaching to enhance team performance and ensure consistency.
- Identify system and process inefficiencies, contributing to the development of improved workflows—similar to optimizing payroll systems and reporting.
- Collaborate with HR, Enablement, and Customer Experience teams—paralleling the coordination required between Payroll, HR, and Finance.
- Demonstrate strong attention to detail in tracking quality benchmarks, essential for ensuring payroll accuracy and compliance.
- Manage multiple tasks and priorities in a fast-paced environment while maintaining confidentiality and high service standards.
- Communicate findings and provide constructive feedback to various stakeholders, ensuring clarity and transparency—aligned with effective payroll reporting.
- Adapt to changing systems and reporting requirements, maintaining alignment with evolving compliance and legislative expectations.
Senior Technical Support Analyst
Sage South Africa
01.2021 - 09.2023
- Provided advanced product and data support for payroll systems including Sage Premier, Classic, Sage 200c, Sage 300 People, and Sage Business Cloud Payroll Professional.
- Investigated and resolved complex payroll data issues while minimizing disruptions to live processing environments.
- Assisted clients through phone, email, and live chat, ensuring their payroll queries were resolved accurately and efficiently.
- Interpreted client needs to provide tailored solutions, demonstrating a strong understanding of payroll structures and business requirements.
- Logged and tracked customer interactions through CRM systems for traceability and performance analysis.
- Created knowledge articles from recurring payroll issues to improve internal documentation and reduce repeat queries.
- Maintained a high level of availability and efficiency in a fast-paced support environment, aligning with team capacity and performance benchmarks.
- Applied critical thinking to evaluate solutions based on business impact and client outcomes before implementation.
- Developed a strong understanding of various client network infrastructures and payroll-related system integrations.
- Followed internal support and compliance protocols to ensure secure handling of payroll-related data.
- Delivered consistent, customer-focused service aligned with service level agreements and quality standards.
Payroll Specialist
LSPinc
12.2019 - 01.2021
- Processed various payrolls for clients, including monthly, weekly, and fortnightly runs for both large and small companies.
- Collected, calculated, and entered employee payroll data, ensuring accuracy and completeness of all transactions.
- Ensured timely and precise payroll processing, including taxes, deductions, leave, and non-taxable earnings.
- Retrieved and verified timesheets from time and attendance systems for payroll runs.
- Generated and analysed monthly payroll reports and summaries.
- Assisted clients with tax year-end processes, including IRP5 resubmissions and manual compilations via EasyFile.
- Reconciled EMP501 returns against monthly EMP201 submissions to ensure compliance with SARS.
- Resolved payroll system issues and performed monthly payroll reconciliations to maintain accuracy.
- Managed payroll package structures—bonuses, increases, medical aid updates, and retirement fund adjustments.
- Handled statutory reporting such as UIF, Skills Development Plans, and Employment Equity submissions.
- Processed medical aid deduction updates and ensured all manual calculations were verified and accurate.
- Drafted employee equity reports and ensured payroll data integrity to prevent manipulation or errors.
- Gathered and prepared payroll data for clients both onsite and remotely, maintaining clear communication and understanding of client requirements.
- Provided post-resolution confirmations to clients to verify that all queries were successfully addressed.
- Coordinated with Finance for accurate third-party payments and adhered to statutory submission deadlines.
- Conducted end-of-month payroll data backups and stored all relevant reports securely on the server.
- Applied strong knowledge of HR legislation to ensure full compliance and best practices in payroll operations.
Junior Payroll Consultant
Sage South Africa
06.2018 - 07.2019
- Provided dedicated support to assigned client accounts through onsite and remote consultations.
- Assisted a wide range of Sage HR & Payroll clients via a national call centre, offering expert guidance and support.
- Implemented payroll solutions including Premier, Classic, and Sage Business Cloud Payroll Professional (SBCPP) tailored to clients' business structures.
- Set up and configured various modules such as general ledger, leave, skills & equity, personnel management, and bargaining councils.
- Performed custom payroll parameter setups to meet unique client requirements.
- Played a key role as both a technical support and payroll advisor to clients.
- Gathered, processed, and reviewed payroll data either onsite or remotely, ensuring accurate and timely payroll runs.
- Prepared and submitted periodic reconciliations and IRP5 documents for employees in compliance with SARS requirements.
- Ensured strict adherence to payroll policies, company procedures, and relevant legislation including BCEA, UIF, and Skills Development regulations.
- Investigated and resolved software-related queries efficiently, both remotely and onsite.
- Recommended and implemented software enhancements and process improvements for Premier, Classic, and SBCPP platforms.
- Maintained up-to-date knowledge of payroll legislation and compliance requirements to ensure accurate client support.
Education
Bachelor of Commerce - Accounting
University of Venda
04.2001 - 01.2018
Skills
- Analytical skills
- Communication skills
- Computer skills
- Creative skills
- Critical thinking skills
Further Training And Development
- Computer applications and packages
- Sage Premier & Classic
- Sage Business Cloud Payroll Professional (SBCPP)
- Sage 300 People - Certified Implementation Consultant
- Sage 300 People HR - Certified Implementation Consultant
Personal Information
- Date of Birth: 10/18/94
- Gender: Female
- Nationality: South African
Personality Traits
- Self-motivated
- Honest
- Responsible
- Adventurous
- Ambitious
- Confident
- Optimistic
- Reliable
- Assertive
Timeline
Quality Assurance Analyst
Sage South Africa
10.2023 - Current
Senior Technical Support Analyst
Sage South Africa
01.2021 - 09.2023
Payroll Specialist
LSPinc
12.2019 - 01.2021
Junior Payroll Consultant
Sage South Africa
06.2018 - 07.2019
Bachelor of Commerce - Accounting
University of Venda
04.2001 - 01.2018
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