Nonhlanhla Mdlalose
Summary
Results-driven Contact Centre Quality Assurance Supervisor with nearly two decades of experience in Customer Service, Client Services, Receptionist and Administration. Skilled in quality monitoring, team coaching, and performance management, with a strong track record of improving customer experience and service delivery standards. Adept at creating and presenting insightful reports for executive stakeholders, driving compliance with QA frameworks, and fostering continuous improvement in fast-paced environments. Holds a Diploma in Customer Service, Outstanding Customer Service Certificate, and a Certificate of Competence in Quality Assurance, combining hands-on leadership with professional training. Recognized for strong communication, organizational, and interpersonal skills, with the ability to build trust with both teams and clients.
Overview
17
17
years of professional experience
Work History
Contact Centre QA Supervisor
LESAKA TECHNONOLIGIES – KAZANG CONNECT
08.2024 - Current
- Responsible for setting QA standards for the QA and Trainers and then assessing the outcomes in conjunction with the Contact Centre Team Leaders.
- Monitoring the QA’s and adapting the QA Methodology based on the outcomes.
- Assess agents' adherence to scripts, processes, and compliance requirements.
- Identify strengths and areas for improvement in agents' communication, problem-solving, and customer service skills.
- Provide detailed and constructive feedback to agents based on evaluation results.
- Maintain accurate records of QA evaluations, scores, and feedback.
- Analyze QA data to identify trends, common issues, and areas for improvement.
- Prepare regular reports on QA findings and present them to management and other Stakeholders.
- Collaborate with trainers to design and implement targeted training programs based on QA findings.
- Participate in training sessions to provide QA insights and ensure alignment.
- Assist in developing training materials and resources.
- Recommend process improvements and best practices to enhance customer service quality.
- Work with management to update and refine QA standards, criteria, and evaluation.
- Stay updated on industry trends and advancements in quality assurance methodologies.
- Stephen Moses (Supervisor), 068 268 09253/073 549 1027
Quality Assurance Position
LESAKA TECHNONOLIGIES – KAZANG CONNECT
02.2024 - Current
- Review and assess customer interactions (calls, chats, emails) to ensure agents follow company policies, procedures, and service standards.
- Provide constructive feedback to agents on communication, soft skills, accuracy, and process adherence.
- Compile QA reports to highlight trends, recurring issues, and areas for improvement and share with Manager.
- Recommend process changes to enhance customer satisfaction, reduce errors, and increase efficiency.
- Act as the customer’s voice, ensuring their needs and expectations are consistently met or exceeded.
- QA Feedback sent via email to the Kazang leadership team.
- Grieta De Bruyn (Contact Centre Manager), 082 301 0590
Call Centre Consultant
PRIVATE LABEL PROMOTION
02.2016 - Current
- Answering inbound calls from clients who needed assistance regarding their lifestyle
- Private Label Promotions offered different well-known companies and their employees an opportunity to arrange everything by just calling them.
- We also assist those collecting packages and delivering packages for them
- Arrange counselling telephonically, and financial advice as well for the below Companies.
- Booking vehicles for customers and finding information for them as well.
- Companies: MultiChoice, Accenture, 3M Orbit, VW Employees, SAB (South African Breweries), Sanlam, GSK on Tap (To mention a few)
- Contact details: 011 449 7111 / 083 209 2249
- Ronalle Moorogasen (Supervisor), Mpho Skamane (Manager): 011 449 7300 / 081 884 0776
Senior Contact Centre Advisor
LESAKA TECHNONOLIGIES – KAZANG CONNECT
03.2023 - 12.2024
- Attending to escalations from the Contact Centre
- Approve large deposits/funds transfers for the advisors (Level 1)
- Activate and Deactivate devices for the vendors (Team leader requests)
- Arrange daily duties for the Contact Centre advisors
- Work on the VIP queue for our prestigious clients
- Working the standby shift and assisting the advisors (Level 1)
- Provided leadership and support to the Contact Centre team by handling complex queries and escalations, ensuring swift and accurate resolution.
- Acted as a point of escalation for team members, guiding them through processes and empowering them to resolve customer issues effectively.
- Mentored and supported colleagues by sharing best practices and coaching on handling difficult or unfamiliar situations.
- Ensured high-quality customer service by managing queries that required advanced knowledge, cross-departmental coordination, or critical decision-making.
- Grieta De Bruyn (Former Contact Centre Manager), 082 301 0590
Contact Centre Advisor
LESAKA TECHNONOLIGIES – KAZANG CONNECT
11.2021 - 02.2023
- Answering inbound calls and communication on the WhatsApp platform with vendors to assist with queries and inquiries.
- Tracing funds on the system (Content Ready) and processing payments.
- Arrange technical callouts when required.
- Communicate with the sales personnel on client updates.
- Grieta De Bruyn (Former Contact Centre Manager), 082 301 0590
Receptionist / Administrator
MILLS& OTTEN
10.2014 - 01.2015
- Submitting Samples to the Labs
- Answering Phones
- Editing reports
- Reference: Nomsa Maswanganyi (Trainer), Teacher / Bookkeeping lady, 011 486 0062
- Cell Phone: 074 648 8232
Call Center Agent
JACKLIN ENTEPRISES
12.2013 - 07.2014
- Liaison with U.K and S.A Clients
- Create Subscription for magazines
- Check balances owing to accounts, take payments telephonically
- Reference: Sebastian Scott / Team Leader, Flora Zulu / Team Leader
- Contact: 011 265 4200
Inbound Sales Agent
VODACOM - MIDRAND
12.2012 - 05.2013
- Credit check
- Book Appointments
- Update and create new profiles
- Reference: Tower GROUP (Agency)
- Contact number: 011 750 1900
- Team Leader: Kgotso Bogacwi, 079 893 9705
- Reason for Leaving: 6 Months contract
Customer Service Representative
CCN-AEGIS S.A
08.2009 - 01.2012
- Inbound and outbound calls.
- Customer care advisor of a leading U.K
- Give Technical advice on waters
- Arrange engineer visits for customers
- Do sales as well if customer wants to join British Gas
- Skills: Siebel, SAP, Experian, Claruswift, Xoserve, Ecoes, Microsoft
- Reference: 011 461 9000 Aegis
- Contacts: Jonathan Murugan (Team Leader), Cell Phone: 083 373 9446
Customer Services
Exclusive Ties
10.2008 - 01.2009
- Sales person
- Making sure the shop was open on time and making sure the shop made sales.
- Reason for leaving: (Part Time)
Education
High school - IsiZulu, English, Accounting, Economics, Mathematics, B. Economics
Lavela High school
01.2004
College - Business Studies, Computer Studies
Stanford Business & Computer College
Skills
- Customer Care & Relationship Management Skills
- Leadership & People Management Skills
- Business & Analytical Skills
- Communication & Executive Engagement Skills
- Technical Skills
- Time Management Skills
Personal Information
- ID Number: 8702011160085
- Date of Birth: 02/01/87
- Gender: Female
Timeline
Contact Centre QA Supervisor
LESAKA TECHNONOLIGIES – KAZANG CONNECT
08.2024 - Current
Quality Assurance Position
LESAKA TECHNONOLIGIES – KAZANG CONNECT
02.2024 - Current
Senior Contact Centre Advisor
LESAKA TECHNONOLIGIES – KAZANG CONNECT
03.2023 - 12.2024
Contact Centre Advisor
LESAKA TECHNONOLIGIES – KAZANG CONNECT
11.2021 - 02.2023
Call Centre Consultant
PRIVATE LABEL PROMOTION
02.2016 - Current
Receptionist / Administrator
MILLS& OTTEN
10.2014 - 01.2015
Call Center Agent
JACKLIN ENTEPRISES
12.2013 - 07.2014
Inbound Sales Agent
VODACOM - MIDRAND
12.2012 - 05.2013
Customer Service Representative
CCN-AEGIS S.A
08.2009 - 01.2012
Customer Services
Exclusive Ties
10.2008 - 01.2009
High school - IsiZulu, English, Accounting, Economics, Mathematics, B. Economics
Lavela High school
College - Business Studies, Computer Studies
Stanford Business & Computer College
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