Loyiso Sophangisa
Quality Assurance Specialist (Client Services)
City Of Cape Town
Summary
Results-driven professional with extensive experience in monitoring and improving customer service processes. Skilled in developing and implementing quality assurance programs, conducting audits and analyzing data to identify areas of improvement. Proven ability to drive continuous improvement initiatives. Strong communication and interpersonal skills with the ability to build effective relationships with stakeholders at all levels.
Overview
11
11
years of professional experience
Work History
Communication and Administrative Coordinator
NCR Atleos
08.2023 - Current
- Maintain customer expectation by ensuring all received communication is assigned to relevant personnel
- Drive first time resolution and ensure agreed SLA's are met
- Maintain accurate records of customer interactions, tracking trends and identifying opportunities for improvement.
- Collaborate with cross-functional teams to identify areas of improvement and implement effective solutions.
- Dealing with client requests in a competent, efficient and professional manner.
- Develop relationships with key clients, fostering loyalty and repeat business through personalized attention and support
- Serve as liaison between department heads and employees, facilitating clear communication channels across the organization.
- Prepare detailed reports for management review, contributing to informed decision-making processes within the company.
- Improve communication between departments with regular meetings and concise reports.
- Proactively identified opportunities for improving administrative processes, implementing changes that led to increased efficiency and effectiveness
Quality Assurance Specialist: Client Services
Capitec Bank Ltd.
07.2019 - 02.2023
- Measured the quality of customer interactions in all areas of the Contact Centre to ensure uniformity in client communication.
- Conducted coaching/feedback sessions to Improve team and individuals performance.
- Facilitated and coordinated training sessions, client engagement/onboarding workshops to support contact centre perfomance.
- Identified areas of improvement to increase productivity and efficiency
- Collaborated with cross-functional teams to resolve quality-related problems
- Used corrective and preventative action principles to develop and enhanced contact centre processes and procedures
- Formulated audit reports of gathered data to evaluate performance of process against defined criteria.
- Enhanced customer satisfaction by addressing reported issues promptly and providing effective solutions.
Sales Consultant
Capitec Bank Ltd.
01.2016 - 07.2019
- Maintained comprehensive brand and product knowledge to maximise sales opportunities and meet set targets
- Secured new clients through targeted prospecting (Telemarketing)
- Determined customer needs and crafted appropriate responses to provide information on suitable products and services
- Liaised with potential customers to determine needs and provide recommendations
Client Service Agent
Capita South Africa
11.2014 - 12.2015
- Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests
- Assisted customers with important purchasing choices, identifying needs and employing product expertise to make appropriate suggestions
- Supported customer satisfaction, addressing escalated complaints with diplomacy and acknowledgment
- Addressed technical difficulties by quickly identifying and troubleshooting customer issues to achieve timely first-time resolution
- Built meaningful connections with customers to promote customer loyalty
Branch Administrator
Bidvest Waltons
04.2013 - 09.2014
- Supported branch growth through effective management of staff, including recruitment, training, and performance evaluations.
- Coordinated team meetings agendas aimed at enhancing collaboration within the workforce.
- Managed daily operations to maintain smooth workflow, overseeing scheduling, inventory management, and task delegation.
Education
Diploma In Business Management -
South African Institute of Management (SAIM)
JohanneburgBachelor of Commerce - Digital Marketing
Mancosa
Cape Town 02.2024 - Current
Skills
Interpersonal Skills
Accomplishments
Collaborated with cross-functional teams to develop and implement process improvements that resulted in a 30% reduction in customer complaints and a 20% increase in customer satisfaction through
Timeline
Bachelor of Commerce - Digital Marketing
Mancosa
02.2024 - Current
Communication and Administrative Coordinator
NCR Atleos
08.2023 - Current
Quality Assurance Specialist: Client Services
Capitec Bank Ltd.
07.2019 - 02.2023
Sales Consultant
Capitec Bank Ltd.
01.2016 - 07.2019
Client Service Agent
Capita South Africa
11.2014 - 12.2015
Branch Administrator
Bidvest Waltons
04.2013 - 09.2014
Diploma In Business Management -
South African Institute of Management (SAIM)
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