Nondumiso Precious Mngomezulu
Quality Assurance Analyst
Centurion
Summary
Professional with comprehensive experience and readiness for the role. Known for strong focus on team collaboration and achieving results. Adaptable and reliable, supporting colleagues effectively and responding to changing needs. Skilled in communication, problem-solving, and client relations. Recognized for integrity, determination, and results-driven approach.
Overview
8
8
years of professional experience
Work History
UIF Contact Center Agent
UIF DEPARTMENT (Alteram Solutions Pty Ltd.)
01.2023 - 11.2023
- Our responsibilities involved receiving and processing incoming calls as well as conducting basic back-office functions and performing continuous processes Improvements.
Litigation Agent
RAF DEPARTMENT (Alteram Solutions Pty Ltd.)
11.2023 - 12.2024
- Our main duties involved assisting claimants with their Road accident fund claims as well as to escalate matters with litigious disputes to pleading processes.
Quality Assurance Analyst
Alteram Solutions Pty Ltd.
12.2024 - Current
- As a QA analyst, my duties entail:
- 1. Call monitoring and evaluation: Listening to and evaluating recorded or live calls interactions to assess the quality of services provided by the contact center agents.
- 2. Quality Scoring: Assigning scores to contact center agents based on their performances using a set of predefined criteria such as:
- . Adherence to company policies and procedures
- . Product knowledge and accuracy
- . such as empathy and problem solving
- . Communication skills, including clarity, tone and language.
- 3. Identifying trends and patterns: Analyzing quality scores and customer feedback to identify areas where the contact center agents may need additional training or coaching.
- 4. Providing feedback and coaching: Sharing evaluation results with the contact center agents, providing constructive feedback and offering coaching to help them improve their performance.
- 5. Reporting and Analytics: Preparing reports on quality metrics to help identify areas for improvement.
- 6. Calibration and standardization: Such meetings are attended to ensure that all QA assessors are evaluating the contact center agents consistently and accurately, using the same criteria and standards.
Sales Representative
Verve Financial Solutions
03.2022 - 01.2023
- Responsibilities involved explaining various legal insurance policies and products to potential and existing clients. Also guiding clients in selecting coverage that best meet their needs.
- REASON FOR LEAVING: I resigned because of a new opportunity.
Dispute Resolution Administrator
Life Power
07.2018 - 10.2018
- The main duties involved assisting clients who were listed under debt review as well as blacklisted under credit bureau, get their names cleared by making payment arrangements and negotiating for settlement discounts with creditors on their behalf to find ways to pay off their debts.
- REASON FOR LEAVING: The contract ended.
Debt Collector /Call centre agent
Landau Attorneys
10.2017 - 06.2018
- Knowledge of Excalibur
- Tracking outstanding debts on the system
- Updating account status and database regularly
- Negotiating with debtors to at least try and pay their debts within their affordability rather than not to pay at all.
- REASON FOR LEAVING: The contract ended.
Education
Baccalaureus Legum - LLB
University of South Africa
05-2019
Skills
Good administrative skills
Interpersonal and intrapersonal skills
Excellent communication skills (verbal and written)
Microsoft Office
Exceptional multitasker
Timeline
Quality Assurance Analyst
Alteram Solutions Pty Ltd.
12.2024 - Current
Litigation Agent
RAF DEPARTMENT (Alteram Solutions Pty Ltd.)
11.2023 - 12.2024
UIF Contact Center Agent
UIF DEPARTMENT (Alteram Solutions Pty Ltd.)
01.2023 - 11.2023
Sales Representative
Verve Financial Solutions
03.2022 - 01.2023
Dispute Resolution Administrator
Life Power
07.2018 - 10.2018
Debt Collector /Call centre agent
Landau Attorneys
10.2017 - 06.2018
Baccalaureus Legum - LLB
University of South Africa
References
- Amos, Mfisa, QA Manager, 0665703246
- Phiwayinkosi, Phenyane, Supervisor and Team Leader, 0726508941
- Pogiso, Maedi, Chief Executive Officer, 0836686842