TAThando Abdula
@thandoabdula
Quality Assurance Specialist with extensive experience in customer service.
South AfricaWhat I'm looking for
I am a dedicated Quality Assurance Specialist with a strong background in customer service and call monitoring. Over the years, I have honed my skills in quality assessment, ensuring that teams meet high standards of performance. My journey began at AA Insurance Supermarket Brokers, where I quickly rose through the ranks from Sales Agent to Quality Assessor, demonstrating my commitment to excellence and my ability to adapt to new challenges.
In my most recent role at One Plan Insurance, I have been responsible for designing call monitoring formats and providing insightful trend data to management. My experience extends to handling customer inquiries and complaints with professionalism and empathy, ensuring a positive experience for all clients. I thrive in fast-paced environments and am passionate about maintaining high-quality standards in customer interactions.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
Dash BPO
May 2025 - Jun 2025 (1 month)
Noluthando responded promptly and professionally to customer inquiries via phone, email, or chat, handling complaints and providing solutions. She accurately recorded customer interactions and maintained a positive attitude.
Customer Service Representative
Tracker Connect
Jul 2023 - Mar 2024 (8 months)
Noluthando handled all inbound and outbound calls related to customer care and fleet services, including facilitating customer queries and complaints. She maintained high telephone etiquette and ensured timely follow-ups with customers.
Sales Agent/Administrator
AA Insurance Supermarket Brokers
Jan 2018 - Dec 2022 (4 years 11 months)
Noluthando was responsible for loading new applications, sending policy documents, and performing quality control on new business cases. She also handled policy amendments, client services, complaints, and client retention.
Quality Assurance Specialist
One Plan Insurance
Mar 2022 - Oct 2022 (7 months)
Noluthando participated in designing call monitoring formats and quality standards. She performed call monitoring and provided trend data to the site management team.
Quality Assessor
AA Insurance Supermarket Brokers
Jan 2014 - Dec 2018 (4 years 11 months)
Noluthando started as a Lead Warmer, responsible for initiating customer contact. She was then promoted to Quality Assessor, where she designed call monitoring formats and standards.
Education
Degrees, certifications, and relevant coursework
Moonstone
FAIS Regulatory Certification, Long-term Insurance
Currently pursuing FAIS Regulatory Certification for Long-term insurance 120.
Bytes People Solutions
National Certificate, Systems Support
Completed a National Certificate in Systems Support, gaining foundational knowledge and practical skills in IT systems.
Falcon Business Institute
Diploma, Information Technology
Obtained a Diploma in Information Technology, focusing on comprehensive IT principles and applications.
Moonstone
RE5 Regulatory Examination, Regulatory Examination
Successfully completed the RE5 Regulatory Examination for Representatives in all Categories of FSPs.
Tech stack
Software and tools used professionally
Availability
Location
South AfricaAuthorized to work in
Job categories
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