MUSAWENKOSI MADUNA
QUALITY ANALYST
Johannesburg
Summary
I am a dynamic, young woman. I thrive in team settings and my work ethic is exemplary. I aim to join a structure that will allow me to contribute my skills and experience while growing with it.
Self-motivated Quality Assurance Analyst with outstanding oral and written communication skills. Extensive knowledge in computer software development, customer service and insurance. Solid background performing quality assurance and consultative services for customers.
Overview
4
4
years of professional experience
4
4
Languages
Work History
Quality Assurance Analyst
Alorica
06.2024 - Current
- Mentored and coached team members on QA topics and strategies.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Listened, rated and coached on calls,chats and emails approximately 30 cases daily.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals including the client.
- Acted as a liaison between the QA team and other departments such as Development, Customer Support, and Product Management, ensuring effective communication throughout all stages of the project lifecycle.
Subject Matter Expert
Alorica
03.2024 - 06.2024
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
Customer Experience Agent
Alorica
01.2024 - 03.2024
- Talk to customers over the phone, email or online chat to resolve their questions or concerns
- Maintain and updates customer information as necessary
- Calmly attempt to resolve and de-escalate any issues
- Escalate calls to supervisor when necessary and appropriate
- Respond to requests for assistance and/or possible processing of transfers or transactions
- Track call-related information for auditing and reporting purposes
- Provide feedback reports on call issues related to downtime and/or training issues
- Alorica (International financial services campaign)
Call Centre Agent
Capitec
07.2023 - 01.2024
- Answer inbound calls from clients (internal and external).
- Assist clients with enquiries on their savings accounts, loan accounts, credit cards and funeral policies.
- Liaise with different departments to resolve queries escalated such as atm withdrawal disputes, atm deposit disputes, prepaid disputes (airtime, data and electricity), recall disputes, refund disputes, arrears disputes on loans and funeral policies.
- Monitor active incidents escalated and follow-up where necessary.
- Assist clients with funeral cover enquiries.
- Adhere to daily schedule (breaks, lunch) and meet SLA.
- Capitec (Banking/financial services)
Customer Service Advisor
Webhelp
02.2022 - 03.2023
- Solve customer query at first point of contact.
- Communicate the policy and procedures of the company to customers.
- Escalate queries to relevant departments when necessary.
- Raise travel and financial complaints that customers have.
- Webhelp (UK Retail Campaign)
Education
Senior Matric Certificate -
Bhukulani Secondary School
Johannesburg01.2021
Skills
Research
Microsoft Office (Word, PowerPoint & Excel)
Communication
Project Development and Management
Problem Solving
QUALITIES
- Punctual
- Organized
- Well spoken.
- Goal driven.
Timeline
Quality Assurance Analyst
Alorica
06.2024 - Current
Subject Matter Expert
Alorica
03.2024 - 06.2024
Customer Experience Agent
Alorica
01.2024 - 03.2024
Call Centre Agent
Capitec
07.2023 - 01.2024
Customer Service Advisor
Webhelp
02.2022 - 03.2023
Senior Matric Certificate -
Bhukulani Secondary School