Matthew Ferencák
QA CALL CENTRE
Durban
Summary
Quality Assurance & Call Analyst evaluating 75+ inbound calls per week and delivering 10 feedback sessions weekly for consultants and managers. Reviews client service compliance, delivers structured feedback, and helps strengthen call quality in a busy, process-driven contact centre. Brings report writing and Microsoft Office skills to consistent quality monitoring and performance improvement.
Overview
2
2
Certifications
8
8
years of professional experience
Work History
Quality Assurance & Call Analyst
Pepkor Speciality (Customer Care Centre)
10.2023 - 11.2024
- Deliver 10 feedback sessions weekly to managers and consultants, supporting ongoing performance improvement.
- Review 15 calls per shift to assess service quality, compliance, and adherence to client standards.
- Evaluate incoming Shell calls for service quality, process adherence, and customer care standards.
- Monitor consultant calls against quality requirements and flag recurring compliance gaps for follow-up.
- Support managers and consultants with coaching that strengthens service delivery and call handling consistency.
- Document quality trends and escalation themes in reports to inform process improvement and corrective action.
Telesales Consultant
Huge Telecom
01.2023 - 08.2023
- Converted $2000 in telecom leads by moving prospects into the sales pipeline.
- Handled 10 client calls per day while maintaining a professional, persuasive approach.
- Contacted potential clients to promote telecom systems and introduce available solutions.
- Built rapport with prospects to support trust and keep conversations moving toward interest.
- Explained product benefits clearly to help prospects understand value and next steps.
- Followed leads through the sales process and identified opportunities to advance interest.
- Supported contract-based work by maintaining steady communication and consistent follow-through.
Teacher Administration Assistant
St Barnabas Independent High School
01.2017 - 01.2019
- Managed 7 schedule changes per week for staff and student activities using Microsoft Office (Word, Excel, PowerPoint, Teams).
- Supported 8 student interactions daily while maintaining a calm, orderly environment across the school.
- Assisted with daily school administration, handling routine office tasks and keeping records organized.
- Supervised students during school activities, maintaining order and responding to basic needs promptly.
- Coordinated schedules and time-sensitive tasks to keep school operations running smoothly.
- Communicated respectfully with students and staff, building strong people skills through day-to-day support.
- Delivered feedback and report writing support for school administration while maintaining professionalism and discretion.
Education
Level 5 Diploma - Teaching English as a Foreign Language
TEFL Academy
01-2024
Bachelor of Management - Sport & Leisure
eta College
Durban01-2023
Higher Certificate - Event Management
Varsity College
Durban North01-2016
NSC - undefined
St. Barnabas Independent High School
01-2015
Skills
- Call quality assurance & analysis
- Quality monitoring scorecards
- Call calibration sessions
- Compliance monitoring
- Root cause analysis
- Escalation case management
- Quality assurance scorecards
- Customer care & communication
- Report writing & feedback delivery
- Microsoft Office (Word, Excel, PowerPoint, Teams)
- Time management
- Meeting coordination
- Complaint case management
Accomplishments
- School Prefect at my high school, St Barnabas.
- Motivational Speaker, following several surgeries in 2015, while I attended Glenwood High School
- Praised for resilience and perseverance in overcoming personal challenges.
Certification
TEFL Academy – Level 5 Diploma in Teaching English as a Foreign Language
ACHIEVEMENTS
School Prefect at my high school, St Barnabas., Special Award for Perseverance
Section name
- Subject: FW: Matthew Feren cak
- From: pankaj134@gmail.com [mailto:pankaj134@gmail.com]
- Sent: Saturday, September 24, 2016 08:17 AM
- To: Susan Schoon
- Cc: Carina Fraser ; Barish Beepu t
- Subject: Re: Matthew Feren'cak
- Dear Ms Schoon
- I hope that this mail reaches you in the best of health.
- I recently completed marking Matthew's assignment and just felt that I needed to air my very personal views.
- If there is one aspect of life that I admire about an individual, is the ability to write in a manner that is both enjoyable to read and more so succinct and - on point. I would say that Matthew has the ability to write as such.
- He is achieving remarkable results with my subject, and as such I can see a future, a bright one indeed, for him.
- All of his challenges in life were merely there as a test for life ahead. Nothing in life happens arbitrarily, everything has purpose and reason. As much as you question what has happened, be sure of the fact that he has an amazing future ahead of him in this field or any other field that he may choose going forward.
- Society being what it is, tends to favour the more popular, however, Matthew has an innate ability to write and create with great intelligence and ability.
- Support him and let him always know that his ability will always be is torch bearer in life.
- Kind Regards
- Pankaj Doorgaparsad
- Tel: 0739956970 (Mobile)
- E-mail: pgd@webmail.co.za
Timeline
Quality Assurance & Call Analyst
Pepkor Speciality (Customer Care Centre)
10.2023 - 11.2024
Telesales Consultant
Huge Telecom
01.2023 - 08.2023
Teacher Administration Assistant
St Barnabas Independent High School
01.2017 - 01.2019
NSC - undefined
St. Barnabas Independent High School
Higher Certificate - Event Management
Varsity College
Bachelor of Management - Sport & Leisure
eta College
Level 5 Diploma - Teaching English as a Foreign Language
TEFL Academy