Experience

Micros South Africa (Pty) Ltd

• South Africa
• IT Services and IT Consulting
• 100 - 200 Employee

• 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

• South Africa
• Insurance
• 300 - 400 Employee

• 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… Show more • 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. Show less



Brooks and luyt attorneys

• 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

• South Africa
• Telecommunications
• 100 - 200 Employee

• 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)

• 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