Mpho Leshaba

I am recognized as a seasoned senior manager with a reputation for employing a dynamic leadership style focused on driving operational efficiency and cost reduction. My commitment to excellence is evident in my consistent ability to make bold, independent decisions that contribute significantly to the company's overall success.

In my role, I prioritize creating an inclusive and empowering work environment by fostering strategic collaborations with team members. I have a demonstrated history of establishing strong relationships with various stakeholders in high-pressure, fast-paced environments. As I pursue further education through an MBA program to enhance my understanding of business strategy, I am confident that my skills and unwavering dedication position me as a valuable asset to any organization.

My approach is centered around people, ensuring alignment with overarching business objectives for sustained growth and success.

• Effectively established stability within the QA environment in response to client queries prior to assuming the role of Head of QA/CX Manager. This strategic initiative established a foundation for consistent client satisfaction to all three lines of business.
• Implemented and led a dedicated CX Team across all three lines of business, collaboratively with each departments heads, enhancing overall client satisfaction and retention.This further aligned to the universal standard on managing and ensuring Net promoter scores for the environment is monitored and managed effectively
• Led the integration efforts with Callbi to incorporate speech analytics into QA processes. This forward-thinking initiative not only streamlined processes but also demonstrated a capacity for leveraging cutting-edge technology to enhance organisational performance.
• Developed and implemented a comprehensive QA framework, providing the organization with strategic guidance and ensuring adherence to rigorous quality standards.
• Ensured that all processes from an outsourced partner point of view are aligned with both client requirements and internal key performance indicators across the three different lines of businesses

• FAIS Accreditation- 2005
• Customer Experience Master Class- 2018

• ID Number: 830820 5883 084
• Notice Period: 1 CALENDAR MONTH

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