Summary
Overview
Work History
Education
Skills
References
Accomplishments
Languages
Timeline
Generic
Jennifer Helena Haluodi

Jennifer Helena Haluodi

2253 Vaasa Street, Otjomuise

Summary

Dynamic Quality Assurance Analyst with a proven track record at MULTICHOICE NAMIBIA, excelling in quality control audits and training delivery. Adept at generating insightful reports and resolving issues, I leverage strong communication and attention to detail to enhance service quality and operational efficiency. Committed to continuous improvement and excellence in QA practices.

Overview

11
11
years of professional experience

Work History

Quality Assurance Analyst

MULTICHOICE NAMIBIA
11.2014 - Current
  • Perform quality control audits to evaluate the accuracy and effectiveness of operations.
  • Interaction Monitoring - Implement QA Framework, Meet QA KPIs.
  • Training and feedback - effectively communicate root cause analysis on poor performance at a country, team, channel, and individual level.
  • Reporting, Analysis, & Insights - compile and submit daily, weekly, monthly, quarterly, and annual reporting on individual agents.
  • QA performance and the entire care department’s overall QA effectiveness.
  • Generate regular quality reports for management, highlighting areas of concern and improvement.
  • Identify and address service quality gaps with service quality standards.
  • Develop, implement, and update QA policies and procedures.
  • Liaise with the development and customer service teams to identify quality issues.

Customer Service Representative/ Cashier

MULTICHOICE NAMIBIA
09.2017 - 11.2017
  • Conducted cashier tasks as part of job rotation, contributing to overall team efficiency.
  • Resolved customer inquiries through phone, email, and chat support.
  • Guided customers in selecting appropriate services and packages based on needs.
  • Documented customer feedback to enhance service quality and operational efficiency.
  • Trained new staff on customer service protocols and system navigation.
  • Managed escalated issues by coordinating with relevant departments for resolution.
  • Utilized CRM software to track customer interactions and maintain records accurately.
  • Handled account activations and cancellations to meet customer needs promptly.
  • Integrated new devices into existing accounts, ensuring seamless service transitions.

Quality Assurance Analyst

INTERNATIONAL UNIVERSITY OF MANEGMENT
02.2016 - 11.2017

Education

Certificate - Operations Management

University Of Cape Town
Cape Town
11-2022

Bachelor of Arts - Public Relations

UNAM
Windhoek, Namibia
04-2013

Diploma - Information Studies

UNAM
Windhoek, Namibia

Skills

  • Able to multitask and prioritize to meet deadlines
  • Customer relationship management
  • Excellent written skills for documentation and reporting
  • Strong organization and prioritization skills
  • Training delivery
  • Issue resolution
  • Feedback management
  • Problem solving
  • Effective communication
  • Attention to detail
  • Time management
  • Report generation
  • Proofreading expertise
  • File organization
  • Office management
  • Document preparation
  • Travel arrangements
  • Meeting scheduling
  • Data entry proficiency
  • Business correspondence management

References

  • Jennifer Helena Haluodi, Quality Assurance Analyst, +264813080601, jhaluodi@gmail.com, 09/29/86, Female
  • Lavinia Shikongo, Head Customer Experience & Care, Multichoice Namibia, +264 812524003

Accomplishments

  • Multichoice Africa - Team Award Recognition

Languages

French
First Language

Timeline

Customer Service Representative/ Cashier

MULTICHOICE NAMIBIA
09.2017 - 11.2017

Quality Assurance Analyst

INTERNATIONAL UNIVERSITY OF MANEGMENT
02.2016 - 11.2017

Quality Assurance Analyst

MULTICHOICE NAMIBIA
11.2014 - Current

Certificate - Operations Management

University Of Cape Town

Bachelor of Arts - Public Relations

UNAM

Diploma - Information Studies

UNAM

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Jennifer Helena Haluodi