Bulelwa Mlamla
QA Team Manager
Cape Town
Summary
Knowledgeable professional with years of experience in BPO contact centre Quality assurance.Strong verbal and written communication skills with a systematic and diligent approach.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
1
1
Language
Work History
QA Team Manager
121 BPO Services
06.2024 - Current
- Collaborated with cross-functional teams to establish clear compliance guidelines and expectations for all departments.
- Prepared records and data for regular audits.
- Formulated detailed recommendations based on audit findings to support annual planning and definition of goals.
- Improved communication channels between departments by establishing regular meetings and reporting structures related to QA and compliance matters.
- Trains and motivates employees to ensure that quality standards are met
- Achieves quality assurance operational objectives by contributing to information analysis.
- Conduct development reviews and recommend training and development plans within the QA department.
- Lead and motivate the QA Team
Compliance Monitor
121 BPO Services
01.2024 - 06.2024
- Monitor live interactions between agents and clinics to ensure we meet service level agreements
- Support agents by providing feedback on daily interactions
- Collaborated with call center operation manager and team leader to identify recurring errors
- Collaborate with training department to provide recommendations for refresher training
- Ensure that the response times meet Service level agreements
Quality Assessor
Tenacity
08.2023 - 12.2023
- Manage quality assurance initiatives
- Develop and implement quality assurance improvements
- Collaborated with Team managers and quality assurance teammates
- Prepared reports for workload and performed quality assurance
- Contributed to continuous improvement and quality assurance tasks
- Adhered to quality assurance, performance and compliance standards
- Adhered to timelines to meet quality assurance targets
- Provide one on one and tea coaching to improve overall Quality scores
- Facilitate refresher training
- Identify common trends and recommend training needs to learning and development department
Virtual Receptionist
What Clinic
06.2022 - 06.2023
- Responded to calls to provide information concerning services and products and refer calls to appropriate personnel
- Managed calendar for Medical Aestheticians doctors by coordinating meetings, conferences and travel plans
- Prepared PowerPoint presentations and ran slide shows remotely for virtual meetings
- Answered and screened calls to provide information, schedule appointments and take detailed messages
- Monitored emails, organized inbox, and prioritized messages for Aesthetic Clinic in London
- Conferred with patients by telephone, chat or email to provide information
Customer Service Coach
Merchants Dimension Data
11.2018 - 04.2022
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions
- Implemented test scripts and recorded results
- Monitored KPIs to proactively address bottlenecks and quality issues
- Consulted manuals and process documents to investigate malfunctions
- Developed and maintained quality assurance procedure documentation
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity
- Addressed non-conformance issues, pausing production to correct errors
Education
Hospitality Management -
False Bay College
01.2017 - 12.2019
Skills
Data analysis
PowerPoint presentations
test scripts
communicating
critical thinking
leadership
proactively
Timeline
QA Team Manager
121 BPO Services
06.2024 - Current
Compliance Monitor
121 BPO Services
01.2024 - 06.2024
Quality Assessor
Tenacity
08.2023 - 12.2023
Virtual Receptionist
What Clinic
06.2022 - 06.2023
Customer Service Coach
Merchants Dimension Data
11.2018 - 04.2022
Hospitality Management -
False Bay College
01.2017 - 12.2019
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