MALESHOANE FELICITY MATENE
Certified TEFL Teacher/Quality Manager/Data Analyst/Office And Customer Manager
Durban
Summary
Ambitious Quality Analyst with track record of dependability and leadership. Knowledgeable in QA methodology with proven history of reducing errors to increase quality. Proficient in preparing test cases, plans, and scripts. Dedicated to analyzing and resolving defects.
Overview
4
4
years of professional experience
3
3
years of post-secondary education
Work History
Senior Quality Assessor/Complaints Manager
Consumer Friend
10.2018 - 7 2022
- Call monitoring to ensure that agents comply with POPIA, Creditors Sops as well as company's policies
- Gathering information to improve agent's performance to minimize risk and promote compliance
- Auditing emails to ensure that customer's /DCs queries are resolved
- Escalating queries to relevant departments once out of Mandate
- Attending to queries in accordance with set standard operating procedures
- Ensuring compliance with clients SLAs
- Ensuring adherence to company policy and its requirements when handling complaints
- Provide Coaching and training to agents
- Compile training Manuals for the QA team
- Compile reports
- Directly handling escalated general complaints and ensuring that all complaints are recorded on system, providing brief summary of complaint type, describing action taken and turnaround time to resolve
- Following through on all matters and only regard a complaint as resolved once both parties satisfied
- Attending to all clients and / or consumer requests, assisting with resolving letters which includes escalated or Hello Peter or NCR queries
- Weekly monitoring of all social media sites
- Ensuring that all outbound collections calls are monitored
- Ensuring that all PTP calls are monitored
- Managing complaints administrators.
- Administered 100s of internal quality audits and assessed results to inform corrective action measures.
Quality Assurance Manager /Learning Facilitator
Mourema Computer Training Center
01.2015 - 08.2018
- Ensuring that desired quality of education is attained
- Preparing and completing action plans
- Identifying and resolving problems; determining system improvements; implementing change
- Preparing annual budget; scheduling expenditures; analyzing changes; introducing corrective actions
- Attending to customer's /Parents complaints and encourage positive improvements
- Ensuring that complaints are addressed promptly and in a corrective manner
- Oversee all Marketing Campaigns for the company
- Implement strategic sales and Marketing plans
- Identifying potential new clients
- Attending and planning for site visits
- Compile training manuals
- Create training modules based on requirements
- Analyze the impact of training.
- Organized and allocated resources required to meet needs of more than 100 students per year and 8 Facilitators .
- Performed root cause analysis to identify and resolve quality issues and defects.
- Recorded, analyzed, and distributed statistical information.
- Investigated student complaints and performed corrective actions to resolve quality issues.
Debt Recovery Agent / Costumer Care
MBD Credit Solution
12.2016 - 07.2018
- Collect payments on past due bills
- Inform clients of overdue accounts and amount owed
- Ensure all customer information is correct
- Record new commitment to repay debt.
- Managed complex cases involving high-risk clientele or unique circumstances, successfully mitigating potential challenges through diligent research and collaboration with colleagues.
Quality Assessor
Blake & Assoc
07.2016 - 11.2016
- Draft quality assurance policies and procedures
- Interpret and implement quality assurance standards
- Listening to calls to ensure quality standards are met
- Investigate customer complaints
- Analyze data to identify areas for improvement
- Develop, recommend and monitor corrective and preventive actions
- Prepare reports to communicate outcomes of quality activities
- Identify training needs and organize training interventions to meet quality standards
- Evaluate audit findings and implement appropriate corrective actions
- Provide coaching
- Monitor risk management activities
- Assure ongoing compliance with quality and industry regulatory requirements.
- Conducted thorough assessments for identifying areas of improvement in production processes.
- Defined and implemented quality initiatives to reduce risk.
- Administered100s of internal quality audits and assessed results to inform corrective action measures.
Intern /volunteer Communications Officer
South African Police Service Communications department, KZN
06.2015 - 07.2016
- Attending to basic department's administrative duties
- Writing and releasing of media statements/press release
- Responsible for media enquiries
- Writing news articles
- Coordinating events
- Media Monitoring
- Investigating and responding to media enquiries
- Arranging events for organizations
- Attending media briefings.
- Increased awareness for key issues by creating engaging content for newsletters, blogs, and websites.
- Streamlined office operations by assisting with administrative tasks and maintaining organized workspaces.
- Managed volunteer schedules efficiently to ensure maximum coverage at events or activities.
- Contributed to project success by consistently meeting deadlines and exceeding expectations.
Education
Diploma in Journalism - Journalism
ICESA - Durban
Durban 05.2013 - 05.2015
Diploma: events management, SOBT Events managements - Events
VARSITY COLLEGE
Durban 01.2012 - 11.2012
Data Analytics-Mining And Analysis of Big Data -
Alison
Online (Ireland) 07.2024 - Current
Introduction to Quality Management -
Alison
Online (Ireland) 05.2024 - 05.2024
Ultimate SEO Blueprint - Information Technology
Alison
Online Ireland 07.2024 - 07.2024
High School Diploma -
Matric
Phatsima Matric School 04.2001 -
Skills
Quality Management
Leadership skills
Microsoft office
Business Numeracy
Investigative skills
Ability to communicate in 7 official languages
Customer Focus
ISO Standards
Coaching and Mentoring
Correction action planning
Data Analysis
Performance Assessment
Continuous Improvement
Risk Assessment
SOP Development
Training material development
Procedural updates
Quality coach
References
- Jimmy Mwambura, Director at Mourema Computer Training center, 0604864353
- Diane Velayutham, Team Manager at Consumer Friend, 0828877311
Timeline
Data Analytics-Mining And Analysis of Big Data -
Alison
07.2024 - Current
Ultimate SEO Blueprint - Information Technology
Alison
07.2024 - 07.2024
Introduction to Quality Management -
Alison
05.2024 - 05.2024
Senior Quality Assessor/Complaints Manager
Consumer Friend
10.2018 - 7 2022
Debt Recovery Agent / Costumer Care
MBD Credit Solution
12.2016 - 07.2018
Quality Assessor
Blake & Assoc
07.2016 - 11.2016
Intern /volunteer Communications Officer
South African Police Service Communications department, KZN
06.2015 - 07.2016
Quality Assurance Manager /Learning Facilitator
Mourema Computer Training Center
01.2015 - 08.2018
Diploma in Journalism - Journalism
ICESA - Durban
05.2013 - 05.2015
Diploma: events management, SOBT Events managements - Events
VARSITY COLLEGE
01.2012 - 11.2012
High School Diploma -
Matric
04.2001 -
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