Nokwazi Phumelele Ndlovu
Quality Team Leader
Durban,KZN
Overview
8
8
years of professional experience
1
1
Language
Work History
Quality Team Leader
Concentrix
09.2023 - Current
- Leading, developing and managing a Quality Team in line with campaign requirements
- Managing the implementation and continuous improvement of necessary Quality Frameworks and structures for all customer contacts across work streams
- Creating and deploying an effective strategy that will deliver industry leading customer experience
- Driving and supporting delivery of Quality improvement plans
- Managing reporting trends and opportunities for performance improvement as well as engaging appropriate stakeholder to share insights
- Allocating appropriate time and skillset resources for deep dive investigations and actionable insights around specific performance areas
- Mitigating business and customer risk exposure through identification and eradication of issues relating to people, processes and technology
- Managing the day to day partner expectations and requests ensuring that stakeholder requirements are identified, delivered and met within agreed time frames
- Doing check the checker on evaluations done by the QAs, Monthly 1 to 1 sessions with each QA to review performance and deliverables
- Ensuring that the Quality team meet weekly and monthly
Quality Analyst
Concentrix
01.2022 - 08.2023
- Evaluate recorded calls of advisors against business regulatory compliance and documented process as well as customer experience
- Analyze performance of advisors in all the different metrics and highlight areas of improvement and non-compliance behavior
- Provide insight to Team Leader and operations management
- Conduct Team leader deep checks/audits to ensure symmetrical understanding of business processes, quality customer experience and regulatory compliance in the business
- Conducting site calibration to ensure consistency across the business, Supporting academy accreditation, Coach and develop advisors on a weekly and monthly basis
- Document coaching feedback on the coaching tool
- Provide feedback on negative response from customers to Advisors, Team Leader and Operations
- Evaluate and deep dive 100 calls per week for 6 metrics in the campaign
Customer Service Advisor
Concetrix
08.2020 - 12.2021
- Customer service to amazon customers/clients e.g inquiries, accounts issues and troubleshooting devices (Fire TV, Fire tablet, kindle devices & prime video app)
- Solving queries such as locating lost packages, returning items, assisting delivery driver to get a package to a customer on time
- Assist customers in expediting orders and correcting post sale problems
- Interact directly with customers via phone and chat using cutting edge to navigate customer account
- Research and review policies and provide effective solution
- Engaging with customers in different continent regarding terms and conditions of product purchased.
Call Centre Agent
Merchants SA
07.2017 - 08.2020
- Handling & answering inbound calls from customers
- Assisting customers with processing sim swaps for lost/stole/ damaged sim cards
- Educate customers about the latest/updated products and processes
- Assisting customers with monthly billing queries
- Update customer’s outstanding information on CRM
- Assisting customer with sending their latest bill statement
Procurement Administrator
Supply Chain Network
11.2016 - 04.2017
- Vendor Management
- Administration
- Uploading BBBEE and Tax Clearance certificates on the company’s portal
- Updating supplier’s outstanding information to 100% status on the company’s portal
- Upsell the monthly membership to suppliers
Education
Nonhlevu High School
No Degree - Tourism And Travel Management
Berea Technical College
Durban 04.2001 -
Galileo Training Course
Travelport
Durban07.2016
Amadeus Novice Course
Amadeus GTD Southern Africa
Johannesburg, South Africa08.2018
SheCodes Basics - Introduction To Coding & Web Dev
SheCodes
South Africa08.2024
Skills
Quality Management (BPO)
Administration
Stakeholder management
HTML, CSS, JavaScript & VS Code
Custom
- Berea technical college, Travel & Tourism, 01/2010 to 12/2011, N4: Travel services, Travel office procedures, Tourism communication, Tourist destinations, N5: Travel office procedures, Tourist destinations, Domestic fares & ticketing, N6: Travel office Procedures, Hotel reception
- Travel Port Academy, Galileo Certificate (Full Course), 08/15/2016 to 08/26/2016, Fare and Ticketing: Domestic & International, IATA Airline Codes & City Codes, Hotel and Car Reservation, Itinerary & Reservations, Issuing Tickets, Manual Entries Inserted
- Boston College (ETF Training), Amadeus –Novice Course, 08/06/2018 to 08/17/2018, Creating PNR, Flight Booking, Manual entries Inserted, Issuing Tickets, Car & Hotel Reservations
Custom
None
Personal Information
- ID Number: 910806 0705 086
- Date of Birth: 08/06/91
- Gender: Female
- Nationality: South African
- Driving License: Code 8
- Marital Status: Single
Custom
- Lamla Baba, Senior Quality Manager (Webhelp SA), +27731755620
- Bongani Mabunda, Team Leader (Webhelp SA), 065 925 4424
- Micky Cele, Quality Team Leader (Webhelp SA), 074 286 2888
Timeline
Quality Team Leader
Concentrix
09.2023 - Current
Quality Analyst
Concentrix
01.2022 - 08.2023
Customer Service Advisor
Concetrix
08.2020 - 12.2021
Call Centre Agent
Merchants SA
07.2017 - 08.2020
Procurement Administrator
Supply Chain Network
11.2016 - 04.2017
No Degree - Tourism And Travel Management
Berea Technical College
04.2001 -
Nonhlevu High School
Galileo Training Course
Travelport
Amadeus Novice Course
Amadeus GTD Southern Africa
SheCodes Basics - Introduction To Coding & Web Dev
SheCodes
Similar Profiles
Yaswanth VasudevanYaswanth Vasudevan
Application Support Engineer at ConcentrixApplication Support Engineer at Concentrix
Nurhulhaq ShaikhNurhulhaq Shaikh
Business Intelligence Analyst (BI Associate) at ConcentrixBusiness Intelligence Analyst (BI Associate) at Concentrix
Ruvimbo NyamukondaRuvimbo Nyamukonda
Customer Support Specialist in the Automotive Indu at ConcentrixCustomer Support Specialist in the Automotive Indu at Concentrix
Chynna ThomasChynna Thomas
Customer Service Agent at ConcentrixCustomer Service Agent at Concentrix
Nontuthuzelo Brightness MncibiNontuthuzelo Brightness Mncibi
Chef at Lords and LegendsChef at Lords and Legends