Kefiloe Sesing
Senior Quality Analyst
Johannesburg
Summary
Experienced Senior Quality Analyst with a strong background at Concentrix, specializing in quality monitoring, assurance methodologies, and process improvement. Skilled in using Verint, Excel, defect tracking, and root cause analysis to enhance product quality and customer experience. Known for providing clear, constructive coaching and feedback that supports continuous improvement and compliance. Adaptable and collaborative, thriving in dynamic environments. Trusted by management to lead the team in the manager’s absence, having successfully overseen team operations for three months before a new manager was appointed.
Overview
8
8
years of professional experience
4
4
Languages
Work History
Senior Quality Analyst- Sky
Concentrix
6 Rau Vasco Da Gama Plain Cape Town City 8000
09.2024 - Current
- Perform 1st line and 2nd line checks on calls for compliance, customer experience (NPS calls), and adherence to service protocols.
- Monitor live and recorded calls to evaluate agent performance against quality standards.
- Deliver daily quality and compliance updates to management and teams, highlighting trends, key issues, and immediate areas for improvement.
- Conduct coaching sessions with identified outliers to address performance gaps and enhance skills.
- Facilitate soft skills and compliance workshops to ensure agents maintain high standards of customer interaction and regulatory adherence.
- Prepare and present weekly and monthly business reviews (WBRs) that include a comprehensive analysis of quality metrics, agent performance, compliance rates, and customer satisfaction trends.
- Execute and manage internal calibration sessions with quality assurance team members and stakeholders to ensure consistent evaluation standards and alignment on scoring criteria.
- Conduct client-based calibration sessions to align quality standards and expectations with external partners or clients.
- Collaborate with trainers and supervisors to update training materials based on QA findings and emerging quality gaps.
- Analyze quality reports to identify recurring issues and suggest process or training interventions.
- Compile and analyze monthly quality outputs that summarize overall team and call center performance related to quality assurance goals.
- Create detailed reports and insights for senior management, highlighting compliance adherence, quality trends, coaching effectiveness, and customer experience metrics.
- Partner with client teams to review and discuss calibration results, action plans, and compliance updates, and review audit findings and support corrective actions to ensure continuous compliance with internal policies and regulatory requirements.
Senior QA Analyst- Verizon Campaign
Webhelp
Johannesburg, South Africa
03.2023 - 08.2024
- Contributed to the establishment of performance benchmarks, tracking QA metrics over multiple development cycles.
- Expanded team knowledge base, mentoring junior QA analysts on best practices and industry standards.
- Promoted a culture of continuous improvement, regularly reviewing and refining QA processes and methodologies.
- Streamlined QA processes for better efficiency, implementing standardized test cases across multiple projects.
- Encouraged adoption of best practices among team members, leading workshops and training sessions on relevant topics.
- Leveraged root cause analysis techniques to identify recurring issues and drive long-term solutions within the development process.
- Ensured compliance with regulatory requirements through diligent validation and verification of software functionality.
- Boosted customer satisfaction by ensuring high-quality user experiences through rigorous usability testing.
Quality Analyst-Amazon Campaign
Webhelp
Johannesburg, South Africa
11.2021 - 02.2023
- Facilitating monthly VOA sessions and conducting coaching.
- Analyzing operational data for insight and coaching purposes.
- Supporting the operation team with quality framework, quality scorecard accreditation, sign-offs, calibration sessions to ensure alignment, weekly and monthly reports, and feedback sessions.
Quality Analyst-Adidas Webhelp Adidas Campaign
Webhelp South Africa
Johannesburg, South Africa
09.2019 - 11.2021
- Conduct an in-depth analysis of operational data to identify trends, performance gaps, and opportunities for improvement through call monitoring.
- Prepare and deliver Monthly Business Review (MBR) and Quarterly Business Review (QBR) presentations tailored to client expectations and strategic goals.
- Perform dip checks on team manager evaluations to ensure consistency, fairness, and alignment with quality standards.
- Investigate and respond to complex client requests through detailed root cause analysis, and solution-oriented reporting.
- Manage daily reporting of operational activities, ensuring transparency and accountability across teams.
- Support the operational team by implementing and maintaining a robust quality assurance framework.
- Lead the rollout, training, and adoption of the second-tier quality scorecard accreditation, enhancing evaluation accuracy and team performance.
- Oversee sign-off processes, and facilitate both global and internal calibration sessions to maintain alignment and scoring integrity.
- Compile and present weekly and monthly performance reports, followed by structured feedback sessions to drive continuous improvement and stakeholder engagement.
Customer Service & Sales Advisor
Webhelp Outsource South Africa/ Shopdirect
Johannesburg, South Africa
03.2017 - 09.2019
- Assist and advise with online shopping for UK-based customers by listening to customer details and offering matching solutions to meet a wide range of requirements.
- Responsible for the after-sales administration on all insurance products and extended service plans sold by the Shopdirect group, and maintaining high satisfaction levels.
- Responsible for sales conversions on insurance for products and extended service plans provided by the Shopdirect group.
- Increased sales by offering advice on purchases and promoting additional products.
Education
Electrical Engineering N3
Central Johannesburg College
Johannesburg, South Africa 04.2001 -
Matriculated
Oakdale Secondary School
Johannesburg, South Africa 04.2001 -
Skills
Quality Monitoring: Call scoring, compliance audits, evaluation frameworks
Lean six sigma
Tools: Verint, Excel, Power BI, CRM systems and Microsoft Office
Strong analytical skills for interpreting quality metrics and reporting insights Trend identification, KPI reporting (CSAT, FCR, AHT)
Process Improvement: Root cause analysis, calibration sessions
Soft Skills: Coaching, feedback delivery, report writing, attention to detail
Excellent communication skills for coaching, reporting, and conducting workshops and works well in a team
Ability to coordinate and lead calibration sessions and maintain evaluation consistency
Proficiency with quality monitoring tools and reporting systems
References
Class teacher: Kurwyn Adams- 078 893 6912/078 801 6314
Tertiary Lecturer: Mr. Maru-0785621902
Team leader Shopdirect: Nesbert Nyatanga- 0768176043
Quality Manager Adidas: Dean Burgers- 072 176 7194
Quality Manager Amazon: Genestine Foen- 064 516 8033
Quality Manage Verizon/Sky: Zukisa Ngece 0843865981
Timeline
Senior Quality Analyst- Sky
Concentrix
09.2024 - Current
Senior QA Analyst- Verizon Campaign
Webhelp
03.2023 - 08.2024
Quality Analyst-Amazon Campaign
Webhelp
11.2021 - 02.2023
Quality Analyst-Adidas Webhelp Adidas Campaign
Webhelp South Africa
09.2019 - 11.2021
Customer Service & Sales Advisor
Webhelp Outsource South Africa/ Shopdirect
03.2017 - 09.2019
Electrical Engineering N3
Central Johannesburg College
04.2001 -
Matriculated
Oakdale Secondary School
04.2001 -