Kwanele Ntjana
Quality Assurance Role
KATLEHIONG
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
3
3
Certifications
1
1
Language
Work History
Business Legal Quality assurance
Clientele Limited, Sandton
01.2016 - 03.2018
- Assessing sales calls for Business Legal
- Coaching legal business consultants when necessary.
- Conducting investigations and compiling Disciplinary Enquiries.
- Compiling feedback / reports to management.
- Resolving breaches and providing positive feedback.
- Working closely with the sales management team to improve quality.
- Compiling assessments concluded and report to my management.
- Conducting training based on trends and review feedback obtained during monitoring.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
Quality assurance assessor
Clientele Limited, Sandton
01.2016 - 03.2018
- Assessing sales made from government clients – to deduct from Salary Office
- Utilizing 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.
- Compiling statistics for GSD sales concluded daily/ Weekly/ Monthly and Quarterly.
- Reporting statistics to my manager daily/ weekly/monthly and Quarterly
- Use prescribed procedures to monitor calls.
- Communication to Sales Manager regarding call monitoring.
- Reporting on call assessment findings and suggesting course of action to improve quality performance.
- Give feedback on quality sales coaches and Managers.
- Conducting training based on trends and review feedback obtained during monitoring.
- Government Salary deduction
Quality assurance and Investigation
Clientele Limited, Sandton
01.2016 - 03.2018
- Retrieving and analyzing fraud and sales data.
- Compiling fraudster stats.
- System test to mitigate fraud.
- Conducting Q_Link /Search Wax system checks on new business to mitigate fraud and confirming if the personal details on Q_Link/ Search Wax system report match that of client’s profile we have on our books.
- Writing recommendations to management on how to mitigate fraud within sales.
- Conducting investigations into escalated complaints.
- Assisting the department with AD-hoc investigations.
- Compiling monthly trends report on sales.
- Conducting training based on trends and review feedback obtained during monitoring.
- Assessing Jurisdiction Reps
- 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.
Sales representative
Clientele Limited, Sandton
- Finding clients – Using professional networks, cold calls and referrals to find potential clients.
- Building relationships – Establishing rapport with clients and building long term relationships.
- Recommending policies – explaining insurance policies and products and advertising clients on the best coverage for their needs.
- Handling sales and renewals – selling and renewing policies and delivering approved policies to new clients.
- 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.
- Selling, Funeral, life, legal, and investment policies
Quality Assurance Assessor
MHA Management Holdings, Bedfordview
03.2018 - Current
- Conduct daily monitoring of 100% (Average of 30 claims received per day – within claims department, there are various departments that I assess collectively that amount to my 100% monitoring.
- Conduct daily monitoring of 100% of all claims received per day - To ensure that all claims received are compliant and honored within the standard procedure and regulators of Financial industry.
- Evaluation of the quality of the claims handling and claims resolution.
- Evaluation of the quality of the compliant handling and compliant resolution.
- Ensuring that TCF gaps are identified within assessments.
- Ensuring that process gaps are identified and reported on.
- Investigate non-compliance through quality assessments.
- Provide on-going feedback to the Head of legal Risk and Compliance.
- Claims Services
Quality Assurance Assessor
MHA Management Holdings, Bedfordview
03.2018 - Current
- Conduct daily monitoring of 100% complaints received per day – within compliance department.
- Conduct daily monitoring of 100% of all complaints received per day - To ensure that all complaints received are compliant and honored within specific time frame.
- Evaluation of the quality of the complaints handling and complaints resolution.
- Evaluation of the quality of the compliant handling and compliant resolution.
- Ensuring that TCF gaps are identified within assessments.
- Ensuring that process gaps are identified and reported on.
- Investigate non-compliance through quality assessments.
- Provide on-going feedback to the Head of legal Risk and Compliance.
- Complaints – Compliance department
Quality Assurance Assessor
MHA Management Holdings, Bedfordview
03.2018 - Current
- Conduct daily monitoring of 4% (Average of 5 calls per agent) of all completed Client services calls received.
- Conduct daily monitoring of 100% of all sales concluded the previous day - To ensure that all sales concluded are compliant with the standard procedure and regulatory of financial industry.
- Evaluation of the quality of the claims handling and claims resolution.
- Evaluation of the quality of the compliant handling and compliant resolution.
- Ensuring that TCF gaps are identified within assessments.
- Ensuring that process gaps are identified and reported on.
- 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.
- Client Services
Quality Assurance Assessor
MHA Management Holdings, Bedfordview
03.2018 - Current
- The daily monitoring of Outbound Sales calls.
- Ensuring that Outbound Sales are assessed according to quality measures put in place.
- Ensuring that TCF gaps are identified within assessments.
- Ensuring that process gaps are identified and reported on.
- Reporting on coaching and training needs identified.
- 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 review feedback obtained during monitoring.
- Telesales
- Produced reports with detailed valuations.
- Improved property valuation accuracy by conducting thorough research and analysis of market trends, sales data, and local regulations.
Quality Assurance Assessor
MHA Management Holdings, Bedfordview
03.2018 - Current
- Training new agents to ensure all compliance requirements.
- Coaching agents to monitor quality progress.
- Reporting on daily quality statistics for previous outbound sales assessments concluded.
- Reporting on two weeks’ quality statistics for previous outbound sales assessments concluded.
- Reporting on monthly quality sales assessments.
- Training for quality assurance assessors to ensure uniform quality assessing.
- Delegating daily work for quality assurance assessors.
- Acting team leader
- Ensured consistent application of state laws, policies, and procedures across all assessments by collaborating closely with fellow assessors.
- Completed appraisals on pre-set number of properties to meet weekly production goals.
Education
Diploma - Paralegal studies (Law)
University of Johannesburg
Auckland Park04-2027
Certificate - Information Technology And Computer Science
Ekurhuleni West College
Katlehong, South Africa09-2014
Skills
Friendly, positive attitude
Teamwork and collaboration
Computer skills
Customer service
Problem-solving
Certification
Moonstone academy — Regulatory exam 5
References
- Carol, Mugwena, Risk Department, 074 366 3088, MHA Management Holdings
- Mpho Moretlo, Mokoena, Assistant Manager Group Quality, 078 302 4606, (011) 320 3087, Clientele Limited
OPPORTUNITIES
- Obtaining advance excel (Microsoft office) for competence in reporting.
- Obtaining wealth management (Not yet obtained).
- Completing my Diploma in paralegal studies (Currently studying).
- I would like to venture into new opportunities that will bring upon a challenge.
Timeline
Quality Assurance Assessor
MHA Management Holdings, Bedfordview
03.2018 - Current
Quality Assurance Assessor
MHA Management Holdings, Bedfordview
03.2018 - Current
Quality Assurance Assessor
MHA Management Holdings, Bedfordview
03.2018 - Current
Quality Assurance Assessor
MHA Management Holdings, Bedfordview
03.2018 - Current
Quality Assurance Assessor
MHA Management Holdings, Bedfordview
03.2018 - Current
Business Legal Quality assurance
Clientele Limited, Sandton
01.2016 - 03.2018
Quality assurance assessor
Clientele Limited, Sandton
01.2016 - 03.2018
Quality assurance and Investigation
Clientele Limited, Sandton
01.2016 - 03.2018
Sales representative
Clientele Limited, Sandton
Diploma - Paralegal studies (Law)
University of Johannesburg
Certificate - Information Technology And Computer Science
Ekurhuleni West College