Chantal Van As

• Managing 4 different lines of business
• Leading 70 quality assessors across 2 sites - 4 assistant managers and 2 Deputy managers
• Review and sign off monthly quality and compliance scores
• Manage sign off process within campaign
• Resolve disputes with client and relevant stakeholders
• Provide expert consultation regarding business related matters
• Drive and ensure that direct reports instill a culture of leadership, mentoring and development
• Build excellent relationship with client
• Monitor and develop campaign performance and ensure strategies are in line with business and client expectations
• Accomplish quality assurance resource objectives by recruiting, selecting,training, assigning,scheduling, coaching, counseling and disciplining employees. Communicating job expectations, planning, mentoring, appraising, and reviewing job contribution, compensation, all policies and procedures
• Achieve quality assurance operational objectives by contributing information and analysis to strategic plans and reviews
• Meet quality assurance financial objectives by estimating requirements
• Nominated for CapeBPO Awards as Top Support Professional
• Completed Six Sigma Black Belt Training
• Received Top leader award
• Created improvement plan with 40% ROI
• Created improvement plan to prevent future penalties to be paid
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• Lead team of 7 assistant managers to ensure adherence to defined standards
• Timely escalations of issues and implementing corrective actions
• Resolving client escalations
• Represent quality on client/internal meetings
• Ensure team is maintaining records as per audit requirements
• Ensure governance process on internal and external processes are upheld and risks are mitigated
• Appoint and equip required resources
• Created improvement projects to improve metrics
• Create, update and maintain weekly/monthly and quarterly business reviews
• Weekly client calls to discuss campaigns progress
• Initiated new site in Durban. Recruited and trained new Quality staff
• Initiated Six Sigma Greenbelt project
• Managed 50 quality assessors and 7 assistant managers across 3 sites and 2 provinces
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• Managed root cause analysis investigations, determining underlying issues in product failures and implementing corrective actions as necessary.
• Managed and archived quality documentation and participated in internal and external quality audits.
• Facilitated cross-functional team collaboration, ensuring seamless communication between departments regarding quality matters.
• Conducted thorough audits to ensure adherence to industry standards and regulatory requirements, maintaining compliance consistently.
• Review reports maintained by QA and share feedback
• Ensure daily/weekly/monthly targets are met, documented and status reports are shared
• Review root cause analysis are conducted and corrective actions in place
• Track and report contractual metrics related to process accuracy
• Capture root cause analysis and share findings with operations
• Prepare and publish weekly/monthly quality dashboards
• Ensure ISO standards are tracked and met
• Manage team of QAs tracking all HR related matters Absence/Leave/Payroll/Commission/Transgression Guidelines
• Regular 121 with team members
• Encourage and motivate team to perform
• Lead team of 15 quality assessors

Went back to being Quality Analyst completing all functions as per previous update

Covered more of an analytical function such as identifying outliers, improvement areas, faults in processes and creating improvement plans

Creating reports based on operational requirement and sending out analysis and findings

• Spearheaded efforts to incorporate continuous improvement methodologies into change management practices, resulting in more efficient processes and higher quality outcomes.
• Reduced downtime during system updates by meticulously planning, scheduling, and executing change requests.
• Developed best practices for change coordination that were adopted company-wide, leading to a more streamlined workflow across departments.
• Contributed to operations, financial and technical processes to drive innovative solutions.
• Created detailed reports on the status of ongoing projects, enabling leadership to make informed decisions about resource allocation.
• Prepared, analyzed and monitored month-end reporting requirements and presented to leadership.
• Provided comprehensive training for staff on new procedures following change implementation, resulting in minimal disruptions to daily operations.
• Ensured seamless transitions between software versions by developing comprehensive testing plans prior to deployment.
• Buying supplies for work functions
• Planning year end functions
• Dealt with invoicing and receipts for balance purposes

• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Took ownership of customer issues and followed problems through to resolution.
• Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
• Reduced customer complaints, proactively addressing issues and implementing effective solutions.
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Followed through with client requests to resolve problems.
• Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
• Collaborated with upper management to improve customer service processes and support structures company-wide.
• Increased team productivity by providing ongoing training and support to customer service representatives.
• Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
• Kept accurate records to document customer service actions and discussions.
• Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
• HR functions - Tracking absence and leave. Following SOP.
• Tracking of absence following absence management process
• Followed transgression guidelines and PIP process
• Dealt with finance queries. Submitting payroll
• Submitting commission performance targets for commission payouts

• To ensure professional, friendly, polite and efficient customer service is always offered
• To conduct quality assessments on advisors
• To conduct compliance checks to meet SLA`s
• To administer calibration sessions with all relevant stakeholders
• To conduct audits upon request and provide managers with the needed feedback
• Meeting the quality operational standards
• To conduct meetings with team leaders and advisors
• To ensure all targets are met
• To mentor advisors
• Calculate monthly quality and compliance scores
• Manage and handle internal and external escalations
• Create, maintain and update business intelligent tools, databases, dashboards and systems
• Manage flow of business information
• Synthesize current business intelligent or trend data to support recommendations for actions
• Generate standard or customer reports summarizing business, financial, or economic data for review by managers and stakeholders
• Assure compliance requirement are met and implement solutions to prevent non compliance
• Attend meetings with operational teams
• Collect and analyze data to determine areas of improvement
• Conduct analysis based on consolidated data to enhance process improvement

• Promoted a positive work atmosphere by regularly recognizing top performers'' outstanding achievements within the department.
• Utilized active listening skills to identify customer needs and provide appropriate solutions.
• Devised strategies to maintain consistent service standards during high-volume periods or staffing shortages without compromising quality or efficiency levels.
• Managed and exceeded performance metrics by consistently monitoring progress against set targets, identifying areas of opportunity, and implementing action plans to address gaps.
• Increased first-contact resolution rates through proactive problem-solving and clear communication strategies.
• Served as the primary point of contact for escalated customer concerns, ensuring timely resolutions while maintaining professionalism and empathy.
• Enhanced customer satisfaction by promptly addressing and resolving complex issues.
• Conducted regular quality audits on team interactions, providing constructive feedback to help enhance performance levels.
• Evaluated existing workflows to uncover areas of potential improvement or optimization, leading to more streamlined operations.
• Analyzed customer feedback data to identify trends and opportunities for process improvement initiatives.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.
• Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
• Fostered positive customer service culture within team which led to higher customer satisfaction rates.
• Participated in training programs to enhance product knowledge and customer service skills.
• Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.