Samukelisiwe Purity Mtaka
Quality Analyst
Johannesburg
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
15
15
years of professional experience
1
1
Language
Work History
QA Analyst
Nutun – International Campaign
03.2024 - Current
- Resolved debit card-related issues and escalated complex queries
- Maintained accurate member records and correspondence
- Supported Credit Karma onboarding and authentication processes
- Recognized as FCR Champion for excellence in first-contact resolution
- Expanded team knowledge base, mentoring junior QA analysts on best practices and industry standards.
- Evaluated emerging trends and technologies in the QA field, incorporating innovative tools where appropriate to enhance team capabilities.
- Promoted a culture of continuous improvement, regularly reviewing and refining QA processes and methodologies.
- Managed defect reporting process, ensuring clear communication with stakeholders regarding issue status and resolution timelines.
- Streamlined QA processes for better efficiency, implementing standardized test cases across multiple projects.
- Analyzed quality and performance data to support operational decision-making.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Gathered data on integration issues and vulnerabilities, reported findings and recommended improvements.
Customer Service Agent
CCI – International Campaign
10.2024 - 02.2025
- Oversaw QA metrics and implemented structured call flow practices
- Conducted issue reporting and vehicle blocking for Zipcar rentals
- Provided insights to improve team efficiency and service quality
- Entrusted with QA process optimization due to high performance
Service Administrator
Discovery Health Care – Distribution Department
07.2021 - 09.2023
- Ensured compliance with medical scheme protocols and deadlines
- Audited application forms for accuracy and completeness
- Monitored membership status and suggested process improvements
Administrative Assistant
Tloubatla ME Inc
09.2019 - 06.2021
- Managed patient file creation and data capture
- Delivered front-desk and receptionist support
Debt Collector
Direct Channel Credit Management (DCCM)
05.2011 - 12.2012
- Collected debts on behalf of Edcon and maintained payment schedules
- Captured data and followed up on arrangements
Outbound Sales Agent
AG Cellular (Eagle Creek Investments)
04.2010 - 04.2011
- Offered cellphone contracts and conducted credit vetting
- Captured customer details and resolved queries
- Awarded Top Sales Agent, August 2010
Education
N6 Certificate - Public Management
Brooklyn City College
01.2016
Call Center Certificate - undefined
Purpose Pursuers College
01.2006
National Senior Certificate (Grade 12) - undefined
Oxford International High School
01.2002
Skills
- Core Expertise:
- Quality Assurance & Metrics Monitoring
- Compliance & Regulatory Knowledge
- Audit & Risk Assessment
- Customer Service & Call Center Operations
- Application Processing & Documentation
- Staff Training & Coaching
- Issue Reporting & Escalation
- Data Capture & Record Management
- Digital Tools:
References
Siyabonga, Mkhwanazi, Operations Manager, 074 633 1986, Nutun
Accomplishments
- FCR Champion – Nutun, 2024
- Top Sales Agent – Eagle Creek Investments, 2010
Timeline
Customer Service Agent
CCI – International Campaign
10.2024 - 02.2025
QA Analyst
Nutun – International Campaign
03.2024 - Current
Service Administrator
Discovery Health Care – Distribution Department
07.2021 - 09.2023
Administrative Assistant
Tloubatla ME Inc
09.2019 - 06.2021
Debt Collector
Direct Channel Credit Management (DCCM)
05.2011 - 12.2012
Outbound Sales Agent
AG Cellular (Eagle Creek Investments)
04.2010 - 04.2011
Call Center Certificate - undefined
Purpose Pursuers College
National Senior Certificate (Grade 12) - undefined
Oxford International High School
N6 Certificate - Public Management
Brooklyn City College
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