Experience

Knights Insurance Brokers Pty Ltd

• South Africa
• Insurance and Employee Benefit Funds
• 1 - 100 Employee

• Compliance Faciliatator

  • Jan 2023 - Present

  1. Assist the Company with the drafting of all policies and procedures 2. Perform regular checks on the adherence of the Company approved processes to actual work done by the various staff 3. Co-Ordinate all Compliance Matters 4. Assit with the monitoring of legislation and implement any legislative requirements 5. Conduct Quality Assurance checks where necessary. 6. Draft and maintain knowledge assessments. 7. Conduct information sessions with the staff on various legislations matters. 8. Other functions that may be required by the Company. Show less



Tracker Connect

• South Africa
• IT Services and IT Consulting
• 700 & Above Employee

• Trainer

  • Nov 2017 - Sep 2022

  Training• Analysing monthly call assessment results for training purposes.• Presentation of training programs, workshops on an ongoing basis.• Identify Training needs in Acquisitions• Facilitating Training on all new Products and Services.• Training on New processes and procedures.Call Monitoring• Evaluate adherence to company policies/procedures and statutory requirements.• Evaluate data captured by client services departments.• Ability to identify business risks.• Build and enforce a customer centric approach.• Analyze QA results and identify development areas & trends for training purposes.• Establish, build and maintain good relations with all business partners.• Coach & develop client service teams in line with company standards.• Communicate actively and effectively on all products / services / systems.• Visibility in their area of support. Other• Implementation of new projects. • Communicating with business owners on Implementation and testing of new products.• Compiling new processes and procedures (S.O.P)• Compiling of Knowledge assessments.• Building relationship with external Business Partners. Show less

• Service Quality Assurance Coach

  • Jul 2007 - Nov 2017

  Call Assessments• Evaluate adherence to company policies/procedures and statutory requirements.• Evaluate data captured by client services departments• Ability to identify business risks• Build and enforce a customer centric approach• Analyze QA results and identify development areas & trends for training purposes.• Establish, build and maintain good relations with all business partners• Coach & develop client service teams in line with company standards• Communicate actively and effectively on all products / services/systems• Provide weekly /monthly reports and feedback to the supervisor/manager and other internal customers.• Visibility in their area of support • Any other related tasks or duties assigned by the Supervisor & Manager Queries• Restoring data onto the server for call retrieval purposes and providing feedback thereof to the relevant parties.Training• Analysing monthly call assessment results for training purposes.• Facilitating and conducting Quality Assurance presentations to new staff• Presentation of training programs, workshops on an ongoing basis.• Development & Maintenance of QA Material particularly.• Identify Training needs in AcquisitionsReporting• Weekly and monthly reporting to the QA supervisor.• Involved in the development and implementation of criteria used in assessing agents.Other• Responsible for adhoc functions e.g. capturing call retrieval data for record purposes.• Train New Recruits monthly on Script and Soft Skills. (New Recruits)• Oracle Training• Monthly Feedback Sessions to Department Supervisor and Manager• Random Business Risk Audits Show less

• Quality Assurance Agent

  • Jul 2005 - Jul 2007

  Marketing and selling of Trackers products.Evaluation and correction of Data captured.Liaise with customers to obtain the correct information.Administration of contracts records and reports.Provide service to both existing and prospective clients.Provide service within the region as well other department/regions and staff within the companyAssistant To Supervisor (2months)Assisted in the MailroomAssisted in the Legal Department Inbound Finance Queries New Recruitment Trainer (Buddy Training) Show less



Telkom

• South Africa
• Telecommunications
• 700 & Above Employee

• Call Center Agent (Inbound)

  • Jan 1998 - Mar 2005

  Screening and Answering Calls Technical Queries Account Queries Marketing of Telkom Products Customer Liaison Supervisor in Training (1 year) Morning Report Daily Stats Quality Assurance via Voice Logger Performance Development Dealing with Managerial level queries Attended various Management Training Workshops Coaching and developing of call center agents. Screening and Answering Calls Technical Queries Account Queries Marketing of Telkom Products Customer Liaison Supervisor in Training (1 year) Morning Report Daily Stats Quality Assurance via Voice Logger Performance Development Dealing with Managerial level queries Attended various Management Training Workshops Coaching and developing of call center agents.