Hi, I’m
Jennifer Helena Haluodi
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. Strong administrative skills
Overview
11
years of professional experience
Work History
MULTICHOICE NAMIBIA
Quality Assurance Analyst
11.2014 - Current
Job overview
- 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.
MULTICHOICE NAMIBIA
Customer Service Representative/ Cashier
09.2017 - 11.2017
Job overview
- 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.
Education
UNAM
Diploma from Information Studies
04.2008
UNAM
Bachelor of Arts from Public Relations
04.2013
International University of Management
Master's in Business Administration
04.2019
University Of Cape Town
Certificate from Operations Management
11.2022
Skills
- Multitasking
- Prioritization
- Written communication
- Documentation
- Reporting
- Organization
- Issue resolution
- Problem solving
- Effective communication
- Attention to detail
- Time management
- Report generation
- Proofreading
- File organization
- Office management
- Travel arrangements
- Meeting scheduling
- Data entry
- Business correspondence management
- Account management
- Customer service
- Device integration
Accomplishments
Multichoice Africa - Team Award Recognition
Languages
Afrikaans
Oshiwambo
English
Personal Information
- Title: Quality Assurance Analyst
- ID Type: Date of Birth
- ID Number: 09/29/86
- Date of Birth: 09/29/86
- Gender: Female
Timeline
Customer Service Representative/ Cashier
MULTICHOICE NAMIBIA
09.2017 - 11.2017
Quality Assurance Analyst
MULTICHOICE NAMIBIA
11.2014 - Current
UNAM
Diploma from Information Studies
UNAM
Bachelor of Arts from Public Relations
International University of Management
Master's in Business Administration
University Of Cape Town
Certificate from Operations Management