Quality Assurance Specialist

• Jul 2020 - Present

Quality Assurance Analyst

• Sep 2019 - Jul 2020

The Quality Assurance Specialist at Freshly plays a crucial role in supporting the qualitative excellence of our customer service operations by serving as vital support to our frontline customer service personnel and customer service operations. The Specialist is a member of an elite team that ensures Freshly’s customer service is the best that it can be and that it meets high-quality standards through regular QA monitoring and review. The Specialist also de facto serves as an upper tier of customer service support for customers and, based on his or her skill-set, plays an important part in special projects within Freshly’s customer service operations.Tasks involving this role include: * Monitoring phones, chats, SMS and/or email communications based on our in-house quality assurance standards and processes. * Taking escalated calls from frontline customer service agents and resolving/de-escalating those issues using available tools* Assisting loyal customers with their order management needs, including investigating and resolving their concerns* Aiding other team leaders with a myriad of key support tasks, including chargeback responses, social media communication, shipping investigations, online review site responses, etc.* Answering phones, chats, and emails, based on coverage needsGenerally speaking, job applicants require:- At least 4+ years of experience in a customer service role - preferably as a leader/senior member- Schedule flexibility to work weekends and later hours (up to 10 pm in all time zones).- A keen sense of quality and excellence and the ability to recognize this in the work of others- Exceptional communication skills, especially written- A willingness to take initiative and ownership- An ability to work autonomously and productively- A FUN attitude, because we're all about friendliness!!

Course Facilitator

• Apr 2019 - Aug 2019

Facilitated End User Computing for an average of 60 students, divided into three classes. I also assisted with troubleshooting of resources for the likes of the classroom computers, colleague's laptops and office printers. I occasionally had to present to institutions like Social Development under COJ (City of Johannesburg), regarding what Basadi Pele Skills Development and Training is and what it offers. Facilitated End User Computing for an average of 60 students, divided into three classes. I also assisted with troubleshooting of resources for the likes of the classroom computers, colleague's laptops and office printers. I occasionally had to present to institutions like Social Development under COJ (City of Johannesburg), regarding what Basadi Pele Skills Development and Training is and what it offers.

Language Consultant

• Aug 2017 - Jan 2018

[Night shift Position]We taught Chinese students of all age groups English. We taught them grammar, punctuation and pronunciations. - TEFL certificate obtained [Night shift Position]We taught Chinese students of all age groups English. We taught them grammar, punctuation and pronunciations. - TEFL certificate obtained

Quality Assurance KYC specialist

• Aug 2016 - Jun 2017

[Night shift Position]We were later called in again for KYC (Know Your Customer) vacancy as specialists from the period from the 10 August 2016 to 30 June 2017 when the contract ended again. Here we had to ensure that the clients under FNB had all their documents required to have an account as required by the Financial Intelligence Centre Act, Act 38 of 2001. As to adhere to international best practices as well as requirements of our domestic regulators.Also was a 2IC for my team ensuring work is equally allocated to the agents, reports and stats are sent to senior management. Including the calculated forecasts of the work to be covered in the shift given the number of agents available, and require additional assistance with agents from other teams when the need arises with consent form their supervisors or 2IC's.

Quality Assurance

• May 2015 - Mar 2016

I was doing Quality assurance within the Credit Agreements fulfilment sector of FNB, when my contract ended. He we ensured that the credit agreements between the bank and the clients were legitimate and adhered to the banking standard of South Africa or rather compliant under FICA regulations. I was doing Quality assurance within the Credit Agreements fulfilment sector of FNB, when my contract ended. He we ensured that the credit agreements between the bank and the clients were legitimate and adhered to the banking standard of South Africa or rather compliant under FICA regulations.

QA sales coach / QA sales evaluator / Quality Assurance trainer

• Jun 2013 - Mar 2015

Ensured the quality of sales made by the agents were compliant and sales are not forced on to clients by employees under the respective campaigns I was tasked with. I also conducted listening sessions on a weekly basis to ensure everyone is on the same page when we spoke about objection handling, tonality, pitch, tone and rapport built between client and sales rep. Also worked with service crime investigations for fraudulent sales, forces sales and sales where clients misunderstood the offer in order to get to the root cause of the infringement. Conducted trend analysis in order to identify areas of improvement and thus also conducted sales coaching sessions with struggling sales representatives. With all this said and done, I also completed weekly and monthly reports for management so to see the progress and compare the areas of focus and improvements throughout the year. And on request, also conducted quality assurance training to either new staff or as a refresher to the older sales representatives. Within my stay in the QA department. I was given the opportunity to joining the training department for 3 months on a CDP. Trained on various campaigns the new products, upskilling and refresher courses. Also seeking areas of focus to work on in terms of training on objection handling, sales approaches and their pitch and techniques that help better the agents sales environment and also their sales.

Sales Representative

• Aug 2012 - Mar 2013

Used to sell value added products for Tracker, ABSA and FNB clients. This product was called Road Cover, which could also be obtained as a stand alone apart from being with the aforementioned brands. Used to sell value added products for Tracker, ABSA and FNB clients. This product was called Road Cover, which could also be obtained as a stand alone apart from being with the aforementioned brands.

Sales and Customer Service Representative

• Dec 2011 - Jul 2012

I dealt with loan applications also advising on repay methods of the loans taken up too. Being a temporary campaign, I had thus moved to a different campaign as well which was temporary and new. Where i dealt with setting up appointments for individuals interested in studying with Boston, to meet with career advisers, and then are taken through the registration process. Then my HR rep advised to try out sales as the campaign has come to an end. Where I briefly sold under the Ford and Mazda campaign, selling extended warranties and service plans to Ford and Mazda vehicle owners.

Customer Liaison Officer

• Nov 2010 - Dec 2011

I was on a learnership programme where I was given the opportunity to deal with DStv subscription related issues pertaining to bill queries, product enquiries, subscription technical issues, error codes, dish magazine requests, update of client details, programme and package enquiries, marketing decoder insurance & debit orders. Received and dealt General Manager calls where we had to ensure clients's complaints are resolved before any escalation to senior management or CEO intervention. I was on a learnership programme where I was given the opportunity to deal with DStv subscription related issues pertaining to bill queries, product enquiries, subscription technical issues, error codes, dish magazine requests, update of client details, programme and package enquiries, marketing decoder insurance & debit orders. Received and dealt General Manager calls where we had to ensure clients's complaints are resolved before any escalation to senior management or CEO intervention.

Data Capturer

• Apr 2010 - Aug 2010

I was on a temporary contract assigned to the data capturer post. Where my job was to simply capturing details of security guards according to their qualifications in security, and allocating them to relative positions according to these qualifications including the areas they reside in. These security guards were to be allocated in different places in stadiums during the World Cup, depending on the high or low volumes of security needed on certain sections of the stadiums and their skills with qualifications. This was supposed to be for a period of 3 months, and was extended due to the excessive amounts of personnel that was not anticipated from the Chief of Security and Intelligence, thus required we stay for an extra 2 months so to finalise to the influx of allocations to be made.

Customer Service Representative

• Feb 2009 - Dec 2009

We were under an outsourcing company which had countless international campaigns, of which i was under the employ of Virgin Mobile UK, dealing with UK clients regarding their issues under the Virgin Mobile umbrella.My responsibilities where to deal with Inbound Calls to provide assistance in query resolution to all Virgin Mobile client queries. Assist the technical support desk when clients are having minor issues with their phones and recharging. Assist in call centre regarding porting in and out of the network provider when required and as well as setting up roaming facilities for travelling clients and advising on the tariff plans associated. Dealt with irate customers, investigating queries and providing solutions. Elected to assist with the revision of the call centre agent Key Performance Areas. Responsible for own personal development by completing in house E-Learning Courses.