Iviwe Mtyingizane
Quality Control Supervisor
KwaNobuhle
Summary
I am a self-motivated, highly skilled and enthusiastic call Centre quality control supervisor with a satisfactory record of customer satisfaction, successful sales, communication skills, team training, management, monitoring and working in a stressful environment plus striving to be the best version of myself. I am Dedicated to improving system procedures and controls to maximize quality and minimize errors. I desire to work in an environment which encourages me to succeed, grow professionally plus further utilize my skills and knowledge appropriately. My schedule is very flexible I am available on weekends, some holiday and any day if announced very early.
Overview
6
6
years of professional experience
2
2
Languages
Work History
Quality control supervisor
Groups R Us
8 2023 - Current
- Analyse call centre data to generate valuable insights to predict customer trends
- Track key quality assurance metrics for improvement strategies
- Monitor KPIs, track quality metrics and provide regular analytics reports to upper management
- Develop and improve knowledge of products and knowledge of call centre performance and functional requirements
- Review agents' conversations across all contact touchpoints to measure teams' performance and track customer support quality
- Contribute to call calibration sessions to evaluate agent performance
- Identify shortfalls in agents' performance and provide constructive feedback and training for improvement
- Engage in customer listening to identify customer pain points and expectations
- Serve as an intermediary for escalations from agents and customers
- Develop process controls, standard operating procedures (SOPs), and supporting documentation for training, onboarding, and customer support
- Identify process improvement opportunities to update SOPs
- Provide recommendations to HR on the employment of call centre agents
- Support recruiting and onboarding processes as appropriate
- Participate in team meetings to discuss customer service trends, agent review feedback, and implementation of quality management strategies
- Report support teams' performance to supervisors and maintain monthly performance logs
- Full knowledge of claim process, excellent experience in submitting and assisting with claims
- Due to shortage of staff I had to fully equip myself with knowledge on the full claim process from the moment the client signs to the moment the money is paid out
- Claim process and claim capturing
- EE Committee Member.
Quality control/team leader
Groups R Us
11.2022 - 07.2023
- Quality monitoring of Call recordings, Customer email exchanges, Social media interactions and Customer satisfaction surveys
- Quality control approving and disapproving of policies
- Monitoring quality of documents, stop orders, and creating debit orders
- Capture feedback across all of your customer service channels
- Providing actionable insights
- Monitor interactions across all platforms including speech and text
- Became one of the lead reps that assisted in training 13 new call center agents from the 1st of November 2022.
Call centre agent
Groups R Us
06.2022 - 10.2022
- Manage large amounts of inbound and outbound calls in a timely manner
- Follow communication 'scripts' when handling different topics
- Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives
- Seize opportunities to upsell products when they arise
- Build sustainable relationships and engage customers by taking the extra mile
- Keep records of all conversations in our call centre database in a comprehensible way
- Provide customers with a funeral policy suitable for their every needs
- Meet personal/team qualitative and quantitative targets.
Volunteer
Joyce Hair Salon
11.2021 - 01.2022
- Advising clients on suitable cuts, colours and treatments
- Recommending suitable hair products
- Washing, conditioning and styling hair
- Staying up-to-date with the latest trends, hairstyles and products
- Keeping the environment clean and healthy
- I stopped volunteering on the 31st of January 2022 due to fewer customers.
Organizer
Ethiopian Episcopal Church girls association
01.2019 - 01.2020
- Manage budget parameters
- Transporting and lodging of guests
- Determining the venue of the event
- Communicating and network development
- Supervise event setups
- Select event speakers if required
- Interpersonal skills
- This is where I learned a lot about time management, planning and teamwork.
Education
National Senior Certificate / Matric -
Marymount Senior Secondary School
Port ElizabethBachelor of Arts - IsiXhosa, Psychology, and Anthropology
Nelson Mandela University
Port Elizabeth2021
Skills
Communication skills
Organising and planning
Adaptability
Leadership skills
Time management
Team building / discussion and group work skills
Planning
Ability to work in stressful environment
MS office
Computer literacy
Technical Analysis
Documentation Control
Process Validation
Quality Control Planning
Data Collection and interpretation
Quality Assurance Controls
Staff Supervision
Shift Scheduling
Performance monitoring
Problem-solving abilities
D. O. B
10/30/98
Languagecompetence
100%, 90%
Health
Good
Criminalrecord
None
Personal Information
- Nationality: South African
- Marital Status: Single
References
- Lulama Nkumanda - Former Ethiopian Episcopal Church girls association leader +27 67 693 0305
- Joyce Muyambo - Joyce Hair Salon Owner +27 73 409 8354
- Tinita Gerber - Groups r us compliance officer +27 76 061 2702 / 0861273342
- juliana juwaki - Groups R us Capturing supervisor +27 64 307 3042
Extracurricular Activities
- Currently attending gym and working towards changing my lifestyle for the better
- I edit my sister's makeup YouTube/Tik Tok videos by myself to amazing quality
Timeline
Quality control/team leader
Groups R Us
11.2022 - 07.2023
Call centre agent
Groups R Us
06.2022 - 10.2022
Volunteer
Joyce Hair Salon
11.2021 - 01.2022
Organizer
Ethiopian Episcopal Church girls association
01.2019 - 01.2020
Quality control supervisor
Groups R Us
8 2023 - Current
National Senior Certificate / Matric -
Marymount Senior Secondary School
Bachelor of Arts - IsiXhosa, Psychology, and Anthropology
Nelson Mandela University
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