Summary
Overview
Work History
Education
Skills
References
Accomplishments
Timeline
Generic

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
Samukelisiwe Purity MtakaQuality Analyst