Computer Literacy
Sphesihle Tshabalala
Quality Analyst
Johannesburg
Summary
Driven Quality Assurance Analyst with a proven track record at IsonXperiences, enhancing customer satisfaction and streamlining quality processes. Skilled in root-cause analysis and fostering collaboration, I've significantly contributed to project alignment and efficiency improvements. My expertise in quality assurance controls and exceptional communication has led to impactful team integrations and project successes.
Overview
2
2
years of professional experience
1
1
year of post-secondary education
4
4
Languages
Work History
Quality Assurance Analyst
IsonXperiences
Johannesburg
02.2023 - Current
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Reported progress, test metrics and results to project stakeholders.
- Managed approximately 180 audits in a 3 week period.
- Held at least 30/40 calibrations a month
CX Agent
Payjoy [ IsonXperiences ]
Randburg
02.2023 - 08.2023
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Managed approximately 50+ incoming calls [ Inbound ].
- 20/35 Verifications on a daily scale [ Fraud Prevention CX ].
Education
High School Diploma -
Daleview
Johannesburg, South Africa 02.2022 - 12.2022
Skills
Quality assurance
Root-cause analysis
Quality assurance controls
Quality processes
Issue resolution
Improvement recommendations
Group presentations
Collaboration and communication
Call monitoring
Process implementation
Software
Interests
Cricket
Reading Books
Fitness Exercises
Timeline
Quality Assurance Analyst
IsonXperiences
02.2023 - Current
CX Agent
Payjoy [ IsonXperiences ]
02.2023 - 08.2023
High School Diploma -
Daleview
02.2022 - 12.2022