Administrative & Quality Assurance Specialist

BUSISIWE ELAIN DLADLA

Centurion, Gauteng, South Africa

Cell: 076-***-**** / 068-***-****

Email: *******************@*****.*** ********@******.*****.**.** Driver’s License: Code 10 (C1)

PROFESSIONAL PROFILE

Detail-oriented and highly organised administrative professional with a Bachelor of Commerce in Law (BCom Law) and experience in office administration, customer service, quality assurance, team coordination, and records management. Skilled in handling confidential information, report writing, data capturing, communication, and administrative support functions. Proficient in Microsoft Office Suite, Outlook, Excel, Word, and PowerPoint. Able to work effectively under pressure, independently, and within a team environment. KEY SKILLS

• Office Administration

• Legal and Administrative Support

• Records Management & Filing

• Data Capturing & Reporting

• Minute Taking & Meeting Coordination

• Microsoft Word, Excel, Outlook & PowerPoint

• Communication Skills (Written & Verbal)

• Customer Service & Public Relations

• Report Writing

• Time Management & Organisation

• Teamwork & Problem Solving

• Confidentiality Handling

EDUCATION

University of South Africa (UNISA)

Bachelor of Commerce in Law (BCom Law) – Completed 2025 Alexandra High School

National Senior Certificate (Bachelor Pass) – Completed 2013 PROFESSIONAL EXPERIENCE

Alteram Solutions – Quality Assurance Analyst

May 2022 – February 2025

• Monitored service quality and ensured compliance with company standards and procedures.

• Conducted quality checks on calls, emails, and other communication channels.

• Compiled weekly performance and productivity reports for management.

• Identified training gaps and recommended improvement strategies.

• Escalated priority issues and analysed service delivery trends. Alteram Solutions – Customer Service Agent

August 2021 – April 2022

• Assisted customers telephonically and via email professionally and accurately.

• Captured and updated customer information and service records.

• Managed case logging and maintained accurate administrative records. CallForce Pty Ltd – Team Leader

March 2020 – August 2020

• Conducted staff coaching, performance monitoring, and quality reviews.

• Managed leave requests, schedules, and administrative duties.

• Assisted with staff training, induction, and daily reporting. CallForce Pty Ltd – Online English Tutor

February 2018 – February 2020

• Delivered online English lessons and learning support to students.

• Maintained accurate lesson records and schedules. Department of Education – Office Administrator

May 2017 – January 2018

• Managed diaries, appointments, meetings, and administrative schedules.

• Prepared reports, presentations, and official correspondence.

• Maintained filing systems, databases, and administrative records. ACHIEVEMENTS

• Obtained a Code 10 (C1) Driver’s License.

• Received recognition awards for excellent customer service performance at Alteram Solutions.

• Achieved top performer recognition as an Online English Tutor at CallForce. REFERENCES

Alteram Solutions

Kefilwe Kgakgamedi

Tel: (010-***-**** / 062-***-****

Email: *******.**********@*******.**.**

Mpho Leshaba

Tel: (010-***-****

Email: ****.*******@*******.**.**

CallForce Pty Ltd

Talia Steenveld

Tel: 011-***-**** / 071-***-****

Email: *****@*********.**.**

Department of Education

Lindiwe Vundla

Tel: 011-***-**** / 082-***-****

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