Lesetja Mochaki
Quality Assurance For Jnr Accounts Manager
Johannesburg
Summary
Motivated individual with experience in customer service , sales Quality Assurance. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
8
8
years of professional experience
7
7
Certifications
Work History
Quality Assurance Jnr Accounts Manager
Cartrack
Rosebank, South Africa
05.2025 - Current
- Call Monitoring and Evaluation
- Listen to live or recorded retention calls to assess agent adherence to scripts, tone, and retention tactics.
- Evaluate call handling skills: empathy, objection handling, problem-solving, and persuasion effectiveness.
- Compliance Checks
- Ensure agents follow legal and regulatory guidelines related to customer retention (e.g., Do Not Call lists, data privacy laws).
- Verify proper disclosure of offers, terms, and conditions during retention calls.
- Accuracy of Customer Data & Updates
- Confirm that agents correctly document customer interactions, retention outcomes, and any plan or service changes.
- Check CRM and other systems for accurate and up-to-date retention-related data entries.
- Quality of Retention Offers & Solutions
- Trained junior account managers in best practices and industry standards, fostering a high-performing team culture.
- Validate that retention offers or discounts presented are correct and comply with company policies.
- Ensure retention solutions align with customer needs and company capabilities.
- Performance Reporting
- Track and analyze key retention KPIs such as churn rate, call resolution rate, retention offer acceptance rate, and customer satisfaction scores.
- Prepare QA reports highlighting trends, agent performance, and areas needing improvement.
- Agent Feedback and Coaching
- Provide detailed feedback to agents based on QA findings to enhance call quality and retention success.
- Collaborate with training teams to develop ongoing coaching programs focused on retention best practices.
Quality Assurance
Ucovered Discovery Insurance Solutions
Johannesburg, South Africa
07.2022 - 04.2025
- My specialty revolves around proposing and implementing improved measures to elevate the quality of the company's final products and processes, thus consistently meeting or surpassing industry quality standards.
- Implemented robust quality assurance protocols, elevating product standards and customer satisfaction.
- Conducted regular account audits for quality assurance and compliance with company policies.
- For the purpose of enhanced overall and individual performance – I evaluate agent performances through comprehensive call centre quality assurance, ensuring teams thrive and excel.
- My forte lies in conducting in-depth root cause analyses, uncovering issues at their core, and devising transformative solutions through provision of coaching and developing plans for learning and skills development.
- Enabling regulatory compliance, driving internal process improvement.
Quality Assurance
I-Talk Financial Services Providers
01.2022 - 07.2022
- Correlated QA scores with customer feedback and survey data, enabling precise performance evaluation.
- Conducted in-depth evaluations of agent performances through rigorous call center quality assurance protocols, ensuring adherence to quality standards.
- Performed comprehensive root cause analyses, identifying areas for improvement, and providing targeted coaching and skill development plans to enhance team proficiency.
- Actively contributed to regulatory compliance, championing internal process enhancements to align with industry standards.
- Maintained detailed records for audit trails, ensuring transparency and accountability.
- Spearheaded initiatives to enhance the overall customer experience, meticulously tracking and measuring both hard and soft gains to drive continuous improvement.
Merchandise
Woolworth (GP Retail Agency)
07.2021 - 12.2021
- Ensured optimal inventory levels and pricing accuracy.
- Reported inventory issues and maintained store decorum.
- Cleaned up unwanted items to enhance in-store presentation.
Sales Representative
Avon Justine
01.2019 - 12.2019
- Successfully managed and led a team of three sales representatives/demonstrators, achieving monthly targets through individual and team performance optimisation.
- Implemented motivational strategies and conducted comprehensive training sessions, resulting in substantial enhancements in prospecting skills and overall sales performance.
- Cultivated a customer-centric approach within the team, emphasising the significance of customer relationship management, leading to increased customer retention and improved understanding of prospective customer behaviour and needs.
Store Associate
Mr Price
12.2017 - 01.2018
- Delivered exceptional customer service by warmly greeting customers, addressing inquiries, enhancing merchandise engagement, and ensuring overall customer satisfaction.
- Proficiently managed cash registers, overseeing financial transactions, and maintaining drawer balances with precision.
- Guided customers to relevant merchandise within the store, ensuring a seamless shopping experience.
- Upheld an orderly and appealing sales floor appearance, contributing to a pleasant shopping atmosphere.
- Proactively introduced promotions and opportunities to customers, optimising sales.
- Strategically implemented cross-selling techniques, effectively increasing purchase amounts and overall sales revenue.
Education
Bachelor of Technology (BTech) - Marketing Management
University of Johannesburg
01.2021
National Diploma - Marketing
University of Johannesburg
01.2020
Skills
Excellent communication
Attentive
Work well in a team with a knack to lead effectively
Problem solving skills
Planning and organizing skills
Month-end reporting
Teamwork and collaboration
Client relationship management
Team Training
Compliance requirements
Customer service
Relationship building and management
Certification
National Senior Certificate
Timeline
Quality Assurance Jnr Accounts Manager
Cartrack
05.2025 - Current
Quality Assurance
Ucovered Discovery Insurance Solutions
07.2022 - 04.2025
Quality Assurance
I-Talk Financial Services Providers
01.2022 - 07.2022
Merchandise
Woolworth (GP Retail Agency)
07.2021 - 12.2021
Sales Representative
Avon Justine
01.2019 - 12.2019
Store Associate
Mr Price
12.2017 - 01.2018
National Diploma - Marketing
University of Johannesburg
Bachelor of Technology (BTech) - Marketing Management
University of Johannesburg