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Tiffany Williams

@tiffanywilliams5

Quality assurance professional at Discovery Holdings who monitored sales calls, coached agents, and conducted risk-based audits.

South Africa

Message

What I'm looking for

I'm seeking a Quality Assurance, Quality Auditor, Compliance Support, or Operations Quality role.

At Discovery Holdings, I monitored sales calls, used role-play to support new sales agents, and identified competency gaps. I coached agents on DPMO scores and quality expectations, and designed training manuals for new recruits.

As a Quality Auditor at Discovery Holdings, I conducted quality and risk-based audits against business processes, protocols, compliance guidelines, and regulatory requirements. Most recently, at Techumanity Estates, I managed deceased-estate queries, supported insurance claims processes, and handled confidential client documents.

Experience

Work history, roles, and key accomplishments

Administrative / HR Functions / Office Executive Administrator

Techumanity Estates

Feb 2022 - Apr 2026 (4 years 2 months)

Managed deceased-estate queries and coordinated case follow-ups, supporting insurance claims and bond cancellations. Handled confidential client documents and maintained HR records, coordinating interviews, onboarding, and training follow-ups.

Case Management Client Query Resolution Confidential Document Handling HR Support Recruitment coordination Onboarding Office Administration Stakeholder Communication

Quality Auditor

Discovery Holdings

Nov 2018 - Aug 2020 (1 year 9 months)

Conducted quality and risk-based audits against business rules, processes, and regulatory requirements. Participated in collaboration meetings on product updates and DPMO/scripting changes.

Quality Auditing Risk Based Audit Compliance Process Adherence DPMO Collaboration

Quality Assurance

Discovery Holdings

Apr 2016 - Nov 2018 (2 years 7 months)

Monitored sales calls and used role-play to develop new sales agents, identifying competency gaps and supporting training. Coached agents to improve DPMO scores and designed training manuals for recruits.

Call Monitoring Quality Assurance Coaching Training DPMO Role Play Sessions Manual Design

Administrator

Discovery Holdings

May 2011 - Mar 2015 (3 years 10 months)

Reviewed lead outcomes, provided broker feedback, and handled insurance queries. Monitored calls, produced reports using Presence and Cognos, and managed shared mailboxes for three products.

Lead Management Communication With Brokers Call Monitoring Reporting Presence Cognos Data Entry Error Identification

Office Administrator

Inyathi Appliances

Dec 2010 - May 2011 (5 months)

Handled filing, telephone calls, and appointment scheduling for technicians. Supported daily office operations, ordered parts, and processed payments.

Office Administration Filing Phone Handling Scheduling Debtor Reconciliation Bookkeeping System Parts Ordering Payment Processing