Nomqhele Talent Cele

• Lead and mentor a team of QA agents, providing training, guidance, and performance feedback.
• Monitor and evaluate service delivery to ensure compliance with company standards and regulations.
• Develop and implement QA processes to enhance efficiency and service quality.
• Prepare analytical reports and present findings to senior management.
• Developed and updated SOPs to improve workflow efficiency.

Projects involved in within the QA department :

• Oversaw creation and maintenance of a centralized knowledge base to ensure consistent information across the contact centre.
• Documented findings and contributed to updating knowledge base articles with process improvements.

• Reviewed and assessed customer interactions for compliance with quality standards.
• Provided actionable feedback to agents to improve performance and customer satisfaction.
• Collaborated with training teams to address recurring service gaps.
• Conducted QA induction training for new Team Members.

• Trained new team members on QA best practices, contributing to a more knowledgeable workforce.
• Collaborated with cross-functional teams to identify areas for improvement, leading to higher product quality and performance.
• Reviewed and assessed customer interactions for compliance with quality standards.

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• Handled customer inquiries, complaints, and requests with professionalism and empathy.
• Resolved issues efficiently while maintaining high satisfaction ratings.
• Processed transactions, updated accounts, and provided product/service information.

• cheduled and managed studio bookings, coordinating with photographers, stylists, and clients.
• Maintained studio equipment, ensuring readiness for shoots.
• Oversaw day-to-day studio operations to ensure smooth workflow and client satisfaction.
• Assisted in set design, lighting setup, and creative project execution.