Hi, I’m
Madika Maleka
Quality Assurer
Johannesburg
Overview
3
Languages
Work History
Motovantage
Quality Assurer
09.2022
Job overview
- Calls audited monthly to include product specific coverage, Weekly and Monthly Reports, Updated process to reflect weekly meetings to be held by QA, Coaching : Findings, Trends and Scores, Vaps Queries: Complains, Transcript : Investigations, Training new staff and refresher training, Budding up with agents, Calibrations sessions with agents and managers, Weekly meetings with the team based on findings
Old Mutual Iwyze
Sales and Service Consultant
06.2018
Job overview
- Sales driven, Meet targets daily, weekly and monthly, Sales criteria and adherence to scripts, Service clients with any amendments & additions to They existing policy, Selling VAPS and upsell existing client
DSV Mounties
Quality Assurance Consultant
03.2017
Job overview
- Listening to calls: 60 short calls a daily, Coaching consultants: Coach and develop agents daily, Respond to written inquiries and handle escalated issues, Monitor the participation and completion of training
3Way Marketing
QA Sales Coach
08.2015
Job overview
- Listening to calls: A minimum of 2 and maximum of 4 calls per agent, Coaching consultants: Regarding feedback from call Evaluation, motivate agents to push more sales, Running Calibration sessions, Daily, Weekly and Monthly report, Prepare and analyse internal and external quality reports, Reports on Performance results
Lifestyle Financial Services
Quality Controller
11.2011
Job overview
- Daily -Weekly-Monthly Quality reports, Listening to 15 sales calls daily for agents allocated, Weekly Coaching of staff to develop and maintain a high level of work ethic and sales environment, Providing sales consultants with feedback in a motivating and inspiring method, Ensure all calls are legal and professional, Promote sales through effective coaching, Providing sales consultants and supervisor with feedback on a regular basis regarding individual call quality, Drafting of monitoring reports based on feedback statistics, Assist in role-plays within the QC department, Assist in disciplinary investigations- Call extraction, System, Transcribing of sales consultants objections
Lifestyle Financial Services
Call Centre Sales Consultant
10.2010
Job overview
- Selling the following products for FNB: Unsecured Loans- Smart spend, Personal & Student loans, CBS Transactional Accounts, Load and capturing of new applications, Consolidate clients accounts, Over draft and temporary loans, Provide customer service to clients that enquire
Education
Florida Park High
Matric
University Overview
- English
- Afrikaans
- Maths Literacy
- Business Studies
- Travel and Tourism
- Consumer Studies
Rosebank College
Advertising Management- 1st Year
University Overview
Relevant Courses: Advertising, Communication Science, Marketing
Ngomane Academy
Call Centre Certificate (Inbound and Outbound)
School of Banking And InsuranceJohannesburg, South Africa
No Degree from Wealth Management
04.2001
FPIJohannesburg, South Africa
No Degree from RE05
04.2001
Skills
Human resources knowledge
Driverslicense
Code 10
Regulatoryexamination
05
Cpdhours
39
Currentlystudying
Wealth Management (120 Credits) NQF Level 5, 03/2017, Damelin
Personal Information
- ID Number: 9009020529089
- Date of Birth: 09/02/90
- Nationality: South African
References
- Lifestyle Financial Services, Noluthando Shozi, 0720857543
- Lifestyle Financial Services, Nkele Matakisa, 0723025437
- 3 Way Marketing, Tafi Chiwanza, 0628935560 / 0840296372
- DSV Mounties, Ketso Nyathi, 0116719500 / 0727602750
- Old Mutual Iwyze, Bongani Mkhuzangwe, 0635551947 / 0822972654
- Motovantage, Karlien Jacob, 0832937715
Timeline
Quality Assurer
Motovantage
09.2022
Sales and Service Consultant
Old Mutual Iwyze
06.2018
Quality Assurance Consultant
DSV Mounties
03.2017
QA Sales Coach
3Way Marketing
08.2015
Quality Controller
Lifestyle Financial Services
11.2011
Call Centre Sales Consultant
Lifestyle Financial Services
10.2010
School of Banking And Insurance
No Degree from Wealth Management
04.2001
FPI
No Degree from RE05
04.2001
Florida Park High
Matric
Rosebank College
Advertising Management- 1st Year
Ngomane Academy
Call Centre Certificate (Inbound and Outbound)
05.2010
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