Overview
Work History
Timeline
Summary
CustomerServiceRepresentative
PHUMLANI MCUKU

PHUMLANI MCUKU

Katlehong,GAUTENG

Overview

8
8
years of professional experience

Work History

Quality Assurance Auditor

Bsure Insurance Advisor
09.2022 - Current
  • Participates in design of call monitoring formats and quality standards
  • Performs call monitoring and provides trend data to site management team
  • Uses quality monitoring data management system to compile and track performance at team and individual level
  • Performs monitors of customer care email responses
  • Participates in customer and clients listening programs to identify customer needs and expectations
  • Provides actionable data to various internal support groups as needed
  • Coordinates and facilitates call calibration sessions for calls center staff
  • Provides feedback to call center team leaders and managers
  • Prepares and analyzes internal and external quality report for management staff review
  • Perform other duties as assigned
  • Identified issues of non-compliance and elevated reports to senior personnel.

Internship Student

Old Mutual Insure
08.2019 - 07.2020

ETL Financial AID Clerk

Ekurhuleni West College
05.2017 - 11.2018
  • Capturing orders on the system
  • Filling of relevant documents
  • Monitor financial transactions
  • Communicate with suppliers, Students and colleague
  • Payments to students accounts using journal on the system
  • Administration work
  • Handling out of DoE bursary forms and schedules of particulars and explain the completion of the application forms and SOP
  • Avail receipts for bursary documents submitted by the students at (SSS 020) and let the students complete it
  • Keep records of the students who have applied and submitted their applications with their required documents
  • Work on accommodation/transport Claims of the students who have awarded doe bursary administration at the company

Timeline

Quality Assurance Auditor

Bsure Insurance Advisor
09.2022 - Current

Internship Student

Old Mutual Insure
08.2019 - 07.2020

ETL Financial AID Clerk

Ekurhuleni West College
05.2017 - 11.2018

Summary

Quality assurance professional with strong background in auditing and compliance. Known for improving operational efficiency and ensuring adherence to quality standards. Highly collaborative, adaptable to changing requirements, and focused on delivering reliable results. Key skills include audit planning, risk assessment, and process improvement.

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PHUMLANI MCUKU