Nonhlanhla Mdlalose

• 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 outcomes.
• - Assess agents' adherence to scripts, procedures, 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 to improve on.
• Prepare regular reports on QA findings and present them to management
• Participate in training sessions to provide QA insights and ensure alignment with quality standards.

Assist in developing training materials and resources to address identified skill gaps.

• - Work with management to update and refine QA standards, criteria, and evaluation processes.

• Assessing contact center calls every day
• Conducting face-to-face QA Sessions with the agents who need more help
• Feedback emails sent to agents who do exceptionally well
• Monthly plans and reports sent to the Manager
• QA Feedback sent via email to the Kazang leadership team
• Grieta De Bruyn (Contact Centre Manager), 082 301 0590

• Attending to escalations from the contact center
• Approve deposits/funds transfers for the advisors (Level 1)
• Activate and Deactivate devices for the vendors (Team leader requests)
• Arrange daily duties for the contact center advisors
• Work on the VIP queue for our prestigious clients
• Working the standby shift and assist the advisors (Level 1)
• Grieta De Bruyn (Contact Centre Manager), 082 301 0590

• Duties: Answering inbound calls and communication on the WhatsApp platform with vendors to assist with queries and inquiries
• Tracing of funds on the system (Content Ready) and processing payments
• Arrange technical call-outs when required
• Communicate with the sales personnel on client updates
• Grieta De Bruyn (Contact Centre Manager), 082 301 0590

• 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)
• Ronalle Mooroogasen (Supervisor), Contact details: 011 449 7111 / 083 209 2249
• Mpho Skamane (Manager), 011 449 7300 / 081 884 0776

• Submitting Samples to the Labs, Answering Phones, Editing reports
• Reference: Nomsa Maswanganyi (Trainer), Teacher / Book keeping lady, 011 486 0062
• Cell Phone: 074 648 8232

• Liaison with U.K and S.A Clients
• Create Subscription for magazines
• Check balances owing on accounts, take payments telephonically
• Reference: Sebastian Scott / Team Leader, Flora Zulu / Team Leader
• Contact: 011 265 4200

• 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

• 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

• Sales person
• Making sure the shop was opened on time and making sure the shop made money too
• (Part Time)