Kwanele Ntjana
Ekurhuleni
Summary
Adaptable individual with a solid foundation in quality assurance, Investigative methodologies and team leadership, exhibiting excellent communication and collaboration skills. Proven ability to implement efficient processes and provide constructive feedback, enhancing team performance and productivity. Committed to maintaining high standards of compliance and customer service.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Acting Team Leader, Quality Assurance Assessor
MHA Management Holdings, Bedfordview
Bedfordview , South Africa
01.2024 - 04.2026
- Established performance expectations, monitored progress towards goals, and provided constructive feedback to enhance team accountability.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Drafted and reported Daily, Mid-month, and MTD statistics to assess and improve team's quality performance.
- fostering a positive and collaborative work environment.
- Training new agents to ensure all compliance requirements.
- Coaching agents to monitor quality progress.
- Assigned daily tasks to quality assurance assessors according to their strengths and workload capacity.
Claims Validations Quality Assurance Assessor
MHA Management Holdings, Bedfordview
Ekurhuleni, South Africa
11.2020 - 12.2023
- Conduct daily monitoring of 4% of completed client services calls to assess adherence to quality standards.
- Conduct daily monitoring of 100% of sales concluded the previous day to verify compliance with financial industry procedures and regulations.
- Evaluation of the quality of the claims handling and claims resolution.
- Evaluation of the quality of the complaint handling and compliant resolution.
- Ensuring that TCF gaps are identified within assessments.
- Identified and reported process gaps to optimise operational efficiency.
- Investigate non-compliance through quality assessments.
- Provide on-going feedback to the Head of legal Risk and Compliance.
- Conducting training based on trends and review feedback obtained during monitoring.
Outbound Sales Quality Assurance Assessor
MHA Management Holdings, Bedfordview
Ekurhuleni, South Africa
03.2018 - 10.2020
- Monitored Outbound Sales calls daily for quality assurance.
- Assessed Outbound Sales against established quality measures.
- Ensuring that TCF gaps are identified within assessments.
- Ensuring that process gaps are identified and reported on.
- Reported on identified coaching and training needs for agents.
- Reporting on gaps identified on assessments.
- Provide feedback to agents from various departments on errors.
- Investigate non-compliance through assessments.
- Conducting training based on trends and reviewing feedback obtained during monitoring.
- Conducted telesales to promote products and services.
- Produced reports with detailed valuations.
- Improved property valuation accuracy by conducting thorough research and analysis of market trends, sales data, and local regulations.
Business Legal Quality Assurance
Clientele Limited, Sandton
SAndton, South Africa
11.2017 - 03.2018
- Assessing sales calls for Business Legal
- Coached legal business consultants.
- Conducting investigations and compiling Disciplinary Enquiries.
- Compiled feedback and reports for management to support informed decision-making.
- Resolving breaches and providing positive feedback.
- Working closely with the sales management team to improve quality.
- Compiling assessments concluded and reported to my management.
- Conducted training based on trends and reviewed feedback to enhance team performance and knowledge.
- Self-motivated, with a strong sense of personal responsibility.
- Displayed excellent verbal and written communication abilities.
Quality assurance and Investigation
Clientele Limited, Sandton
Sandton, South Africa
03.2017 - 10.2017
- Retrieving and analyzing fraud and sales data.
- Compiling fraudster stats.
- System test to mitigate fraud.
- Conducted Q_Link/Search Wax system checks on new business to mitigate fraud, verifying personal details against client profiles.
- Developed recommendations for management to enhance fraud mitigation strategies within sales.
- Conducting investigations into escalated complaints.
- Assisting the department with AD-hoc investigations.
- Compiled monthly sales trends report to identify patterns and inform decision-making.
- Conducting training based on trends and review feedback obtained during monitoring.
- Assessed representatives from various jurisdictions to ensure compliance.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
Outbound Sales Quality assurance assessor
Clientele Limited, Sandton
Sandton, South Africa
06.2016 - 02.2017
- Assessing sales made from government clients – to deduct from Salary Office
- Utilising Q_link system to validate client’s information.
- Managed workload effectively by prioritizing tasks according to deadlines while maintaining attention to detail in all aspects of the assessment process.
- Achieved high levels of compliance through regular audits of exemption applications and adherence to established guidelines for qualification determination.
- Compiled statistics for GSD sales on daily, weekly, monthly, and quarterly basis.
- Reporting statistics to my manager daily/ weekly/monthly and Quarterly
- Use prescribed procedures to monitor calls.
- Communication to Sales Manager regarding call monitoring.
- Reported call assessment findings and recommended actions to enhance quality performance.
- Give feedback on quality sales coaches and Managers.
- Conducted training sessions based on trends and feedback from monitoring reviews.
- Processed government salary deductions for clients.
Sales representative
Clientele Limited, Sandton
Sandton, South Africa
01.2016 - 05.2016
- Sold funeral, life, legal, and investment policies to clients
- Handling sales and renewals – selling and renewing policies and delivering approved policies to new clients.
- Identified and secured clients through professional networks, cold calls, and referrals.
- Established rapport with clients to foster long-term relationships.
- Explained insurance policies and products, advising clients on optimal coverage options.
- Assisting with claims – helping clients with the insurance claims process.
- Staying up to date – keeping abreast of industry trends and best practices.
- Ensuring compliance – ensuring compliance with company policies and procedures.
Education
diploma in Paralegal studies - Law
University of Johannesburg
Johannesburg, GP01-2027
Certificate of Higher Education - Information Technology and Computer Science
Ekurhuleni West College
Germiston, GP01-2015
Skills
- Quality assurance
- Compliance monitoring
- Team leadership
- Customer service
Languages
Sotho
First Language
English
Upper Intermediate
B2
Zulu
Upper Intermediate
B2
Certification
- REGULATORY EXAM 5 - RE5
- POPIA
Timeline
Acting Team Leader, Quality Assurance Assessor
MHA Management Holdings, Bedfordview
01.2024 - 04.2026
Claims Validations Quality Assurance Assessor
MHA Management Holdings, Bedfordview
11.2020 - 12.2023
Outbound Sales Quality Assurance Assessor
MHA Management Holdings, Bedfordview
03.2018 - 10.2020
Business Legal Quality Assurance
Clientele Limited, Sandton
11.2017 - 03.2018
Quality assurance and Investigation
Clientele Limited, Sandton
03.2017 - 10.2017
Outbound Sales Quality assurance assessor
Clientele Limited, Sandton
06.2016 - 02.2017
Sales representative
Clientele Limited, Sandton
01.2016 - 05.2016
diploma in Paralegal studies - Law
University of Johannesburg
Certificate of Higher Education - Information Technology and Computer Science
Ekurhuleni West College