Nokuthula Eugenia Seritsane
Quality Assuror
Summary
Detail-oriented Quality Assurer with over 10 years of experience in ensuring compliance, enhancing processes, and driving product excellence. Expertise in root cause analysis, stakeholder collaboration, and continuous improvement fosters a proactive approach to problem-solving and team success. Strong analytical and communication skills enable quick adaptation to new environments while maintaining a commitment to learning and growth. Poised to tackle new challenges with enthusiasm, dedicated to advancing organizational objectives through a positive attitude and unwavering commitment.
Overview
17
17
years of professional experience
3
3
Certifications
Work History
Quality Assurer
First National Bank
04.2013 - Current
- Evaluating compliance for Insurance & FNB Personal banking products.
- Drafting reports that specify feedback on typical errors encountered by sales & service advisors.
- Skilled in FNB systems including Hogan, Verint quality management, Basic PowerBI.
- Facilitating and leading monthly meetings with team leaders and sales/service team
- Monthly calibration sessions to align Quality and sales/service teams.
- Evaluating daily, weekly, and monthly quality performance to support strategic objectives.
- Driving team development initiatives and promoting performance-driven culture in team.
Sales Consultant
FNB Personal banking
05.2008 - 04.2013
- - Handle incoming and outgoing sales calls in accordance with predetermined schedules, campaigns, and targets.
- Assist customers via phone in navigating product offerings, pricing, and terms & conditions.
- Deliver customer service aligned with quality and performance standards.
- Enhance customer relations through effective resolution or escalation of queries.
- Achieving sales targets and associated performance metrics.
- Market various FNB products, including credit cards and balance transfers.
- Utilize comprehensive understanding of company offerings to accurately identify customer challenges, assess needs, and deliver effective solutions.
- Enhancing rapport with existing clients.
- Facilitating communication between company and existing customers.
- Evaluating sales performance metrics.
- Guided clients in selecting suitable products tailored to unique needs, ensuring maximum satisfaction levels upon purchase.
Education
High School Diploma -
Riverlea Secondary School
04.2001 -
Skills
- Quality
- Auditing & Compliance
- Root Cause Analysis
- Process Improvement
- Manual & Automated Testing
- Attention to Detail
- Communication & Collaboration
- Attention to detail
- Reporting
- Decision-making Skills
- Maintaining Quality Standards
- People Management Skills
- Conceptual and big picture thinking,
- Relevant product and product life-cycle knowledge, Strategic management, Risk management & Quality management
Certification
Generic Management: Client Experience (NQF5) July 2021
Timeline
Process Efficiency Awareness Programme (Six Sigma) - White Belt
01-2024
Service Recovery training
01-2024
Generic Management: Client Experience (NQF5) July 2021
07-2021
Quality Assurer
First National Bank
04.2013 - Current
Sales Consultant
FNB Personal banking
05.2008 - 04.2013
High School Diploma -
Riverlea Secondary School
04.2001 -
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