Quality Assurance Customer Service

KHUTJISHO LIZZY TLADI

Ivory Park, Midrand **** +27-73-528-**** **************@*****.***

Professional Summary

Results-driven professional with experience in Credit Control, Quality Assurance, and IT systems. Skilled in leading teams, ensuring compliance, and improving customer service standards. Strong technical foundation in databases and software testing, combined with proven leadership and communication abilities.

Key Skills

Technical Skills

• Quality Assurance (Call Monitoring, Compliance Monitoring, Reporting)

• SQL, PL/SQL, T-SQL

• Database Administration & Development

• Web Development (HTML, CSS, JavaScript)

• Microsoft Office Suite

Soft Skills

• Leadership & Team Coaching

• Strong Written & Verbal Communication

• Time Management & Attention to Detail

• Problem Solving & Adaptability

• Collaboration & Individual Contribution

Professional Experience

Team Lead (Credit Controller) – Cartrack

Sep 2024 – Jun 2025

• Led and monitored team performance to ensure achievement of KPIs.

• Compiled weekly and monthly reports to track progress.

• Handled escalated client queries ensuring professional resolution.

• Provided coaching, feedback, and refresher training to staff.

• Ensured compliance with company policy, confidentiality, and service standards. Call Centre Quality Assessor – Cartrack

Aug 2021 – Aug 2024

• Monitored inbound and outbound calls to ensure compliance and quality.

• Delivered structured feedback to team leaders and managers.

• Created detailed QA reports and recommended training improvements.

• Trained and coached agents to improve performance and customer experience.

• Contributed to reducing compliance gaps and improving service quality. Learner Mobile App Developer – MLab CodeTribe

May 2019 – Oct 2019 (Contract)

• Developed and presented mobile applications using HTML, CSS, JavaScript, and Ionic.

• Designed and edited application layouts.

• Tested applications against written specifications.

• Reported and resolved bugs and errors.

Software Tester – Cornerstone

Apr 2016 – Oct 2017 (Contract)

• Analyzed business requirements and created test plans.

• Designed test cases, scenarios, and user documentation.

• Executed tests and tracked/reporting defects.

• Wrote and executed SQL reports to support testing outcomes. System Engineer Intern – HPCSA

Jul 2014 – Feb 2015 (Contract)

• Updated and managed client database records.

• Provided user support and resolved system queries.

• Maintained system data integrity by removing duplicates and errors.

• Assisted with PC setup, password resets, and IT troubleshooting. Education & Certifications

• Administration Management NQF Level 4 – Cartrack Academy (Sep 2021 – Jan 2023)

• National Diploma – Information Technology – Vaal University of Technology (Dec 2013)

• Matric/Grade 12 – Piet N Aphane High School (Dec 2008)

• Microsoft Certified Professional: Querying Data with Transact-SQL

• Introduction to SQL Databases (Microsoft)

Languages

• English – Fluent

• Zulu – Bilingual

• Tsonga – Bilingual

References

Mr. L Kgoele – Cartrack +27-12-250-**** *******.******@********.*** Ms. M Mhlanga – Cartrack +27-12-250-**** *****.*******@********.*** Additional references available upon request.

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