Experience

• 

  Micros South Africa (Pty) Ltd

  • Bryanston

  • QA Analyst

    • Oct 2016 - Present
    • Bryanston

    • Assessing Calls from both Micros and Opera departments• Coaching Agents• Live assessments and coaching• Liaising with department managers with regards to issue’s and training needs of support agents• Daily and monthly agent performance reports• Daily catch up meetings with QA team• Escalations of inappropriate telephonic communication of agents to Micros/Opera Managers • Conducting coaching sessions with managers present for escalated calls• Calibrations

• 

  Affinity Health RSA

  • Benoni Area, South Africa

  • Quality Assurance Supervisor

    • Sep 2014 - Nov 2015
    • Benoni Area, South Africa

    • Administration, receiving sales applications and assigning to QA agents,• Application returns to sales for fixes, liaising with sales supervisor to ensure applications are returned to QA department before the debit date,• liaising with sales supervisor on common problems experienced when listening to sales calls and implementing solutions, auditing QA agents findings and application capturing on the system,• Liaising with customer service department with regards to cancelation emails and debit queries from members,• Producing daily reports on stats, backlog, targets and team performance, interviewing new QAagents, systems training of new agents and product training• Friday meetings with CEO of company and supervisors from the other departments.• Communicating with members to resolve Queries as well verify personal information if need be and acquiring relevant and necessary documents from members.• Declining of applications from members that are not legible to be covered on a medical insurance plan.• Daily catch up meetings with QA team• Disciplinary meetings with under performing agents, setting up 3month performance goal plans to ensure better quality of work and improvement in all fields related to QA from the agents.• Calculating agents month end stats and salaries.

• 

  Brooks and luyt attorneys

  • Randburg

  • quality assurer

    • Sep 2013 - Aug 2014
    • Randburg

    • Listening to calls of call center agents and assuring the quality of the call• Individual agent coaching• Call simulations for new agents • Team calibrations• Assisting supervisors with low performing individuals

• 

  Virgin Mobile South Africa

  • Woodmead

  • customer service consultant

    • Apr 2009 - Nov 2009
    • Woodmead

    • Client Support• Assisting with customer top ups, mobile registrations• Customer queries, debit/credit card registrations• Failed voucher’s, forgotten PUK codes and changing of details e.g. address, mobile number, passwords etc.

• 

  The Platinum Group Pty (Ltd)

  • Rosebank and Clearwater mall

  • sales assistant

    • Nov 2004 - Aug 2005
    • Rosebank and Clearwater mall

    • General management of store• Sales• Marketing• Resolving conflicts• Cashing up• Merchandising of stock• Managing schedules and time sheets