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ntombifikile mjoli

@ntombifikilemjoli

Quality Assurance Consultant at Dischem Health, auditing insurance calls and coaching agents on compliance and service quality.

South Africa

Message

What I'm looking for

I'm seeking a challenging role where I can contribute to enhanced call quality, operational efficiency, and exceptional customer experience.

At Dischem Health, I monitor customer interactions and audit enrollments, claims inquiries, billing, and coverage explanations for accuracy and compliance with medical insurance regulations and quality standards.

I use CRM systems, SAP, BYC, Zoho, Vici, and Outlook to review cases, track performance, and document quality findings. I analyze quality data in spreadsheets and Microsoft Excel, then prepare reports, scorecards, and dashboards to support improvement.

I provide structured coaching and feedback based on QA evaluations, and work with operations, training, and compliance teams on corrective actions. My work focuses on call handling, compliance, and customer experience.

Previously, I worked at Affinity Health as an Insurance Sales Agent and at Multichoice, where I supported customers and coached new recruits. I received the QA of the year 2024 achievement.

Experience

Work history, roles, and key accomplishments

Current

Quality Assurance Consultant

Current

Dischem Health

Aug 2022 - Present (4 years 2 months)

Monitored and evaluated customer interactions using CRM systems to ensure compliance with medical insurance regulations and quality standards. Conducted quality audits, analyzed data, and provided coaching and feedback to agents.

Quality Assurance Call Monitoring CRM SAP BYC Zoho Vici Outlook HIPAA compliance Data Analysis Excel Audit Coaching Reporting

Insurance Sales Agent

Affinity Health

Jan 2020 - Dec 2021 (1 year 11 months)

Sold products and services to existing and prospective customers by identifying needs and recommending solutions. Guided customers through the full sales cycle and provided after-sales support.

Sales Lead Generation Product Presentations Customer Relationship Management After Sales Support

Quality Assurance Specialist

Multichoice

Jan 2013 - Dec 2019 (6 years 11 months)

Identified and addressed client concerns, processed orders and payments, managed subscription services, and resolved complaints. Coached and supported new recruits through onboarding and on-the-job training.

Customer Service Order Processing Billing Subscription Management Complaint Resolution Onboarding Training