Nthabiseng Chule
Summary
Dedicated and results-driven professional with experience in Quality Assurance, Business Operations, and Customer Service across diverse sectors including healthcare, banking, insurance, and BPO. Recognized for consistently delivering outstanding performance, enhancing service delivery, and driving operational efficiency. Strong coaching, process improvement, and stakeholder management skills with a passion for customer satisfaction and business growth.
Overview
19
19
years of professional experience
6069
6069
years of post-secondary education
8
8
Languages
Work History
QA and Compliance Coach
Nutun Digital Business Solution
07.2021 - 08.2023
- Company Overview: Offshore BPO
- Analyze service interactions between Agents and Customers – All Channels
- Ensure adherence to the quality management process
- Implement a service improvement plan to address gaps
- Conduct on-the-job coaching to address areas of development
- Ensure continuous improvement in customer satisfaction levels
- Ensure quality service is consistent and all Agents are compliant during client interaction
- Provide objective feedback to Agents about their performance
- Provide feedback to Managers and Team leaders about agent's performance
- Provide feedback to Stakeholders on steps taken to improve - Conduct root cause analysis to identify reasons for gaps in performance
- Communicate the identified gaps in current quality delivery and performance
- Compiling QA reports for each Agent on their quality stats
- Tracking Agent's scores to monitor their ongoing performance
- Identifying trends, problematic areas and training needs
- Ensure standardized work methods are up to date and applied
- Maintain service level agreements for all assigned processes
- Providing training on Quality and Compliance Processes
- Calibration with our International/Offshore Client Management.
- Offshore BPO
Migration Analyst
IQ Business Consulting
08.2019 - 01.2020
- Company Overview: Standard Bank - 6 Months Project
- Migrating the customer business online data to a new platform
- Authenticating data implemented on migrated customer's business profiles
- Analyzing the data of the current profile and aligning it with the new migrated data on the new platform/system
- Make sure the correct translation of the data into the newly migrated system is positioned
- Identifying patterns, issues, and trends in the data sets
- Compare data entered with source documents and make necessary corrections to information entered by sending it back to the product developers
- Follow through with action plans resulting from the data assessments
- Ensuring quality and correct data on customers' accounts to optimize profitability and value to the Bank
- Working alongside teams within the business and the management team to establish business needs
- Ensure the implementation is properly executed by being side by side with Customers when needed
- Contributing to the revenue by educating customers to transact on the newly migrated platform
- Perform process controls including, monitoring, data integrity, key performance and risk indicators, source document tracking
- Analyzing customer engagement level on the new systems through reports and providing feedback regarding product and services
- Maintain contact with customers and ensure that the implementation adapts to their changing business needs
- Training clients on how to use the new platform or migrated system
- System support and ensuring customer request and complaints gets resolved
- Participate in process standardization and improvement discussions with other Migration Teams, and other process partners
- Recommend improvements to the process in areas of efficiency, control, and work quality
- Keep up with knowledge and adherence to all policies and procedures as outlined in the procedural manual
- Responsibility for ongoing risk management and accountability of customer portfolios
- Reporting the results back to the Senior Management of the business
- Ad-hoc and project support responsibilities.
- Standard Bank - 6 Months Project
Business Operations Specialist/ Accounts Manager
Medikredit Integrated HealthCare Solutions
04.2017 - 07.2019
- Manage client relations and operations requirements for specified medical aid funds portfolio in the healthcare sector
- Ensuring service efficiency on electronic claims management for healthcare transactions for both funders and providers of the healthcare
- Understand the client requirements and Scheme rules to ensure there is alignment with product delivery
- Managing and maintaining the technology solution on an ongoing basis
- Implementing changes requested by the healthcare fund portfolio on the claim processing rules
- Setting up testing requirements, including the preparation and sign-off test cases
- Ensure that all incidents are logged and drive them to closure in the shortest possible time
- Facilitate escalated queries and ensure resolutions
- Make certain that any escalations or concerns are communicated timeously to the relevant stakeholders
- Working closely with various departments at all levels as required (IT Team, Project Managers, Product owners, Business Analyst, Change Management, Support team etc.)
- Making sure that project monitoring and evaluation plans are in place for all implementations
- Monitoring service level agreements to ensure compliance
- Engagements with the support team relating to post-go-live monitoring
- Gathering common issues raised through the support team to assist in addressing potential requirements or improvements
- Ensure that healthcare funds are kept abreast of legislation changes, product withdrawals, and new products in order to request changes in rules
- Arrange Operations meetings with the healthcare funders and prepare agendas and minutes before and after the monthly or quarterly Operations meetings
- Compiling and presenting reports based on analysis of the monthly reports
- Managing project plans and reporting on the implementation progress
- Review the work done and ensure it meets the required standards
- Regularly refer and update oneself with the standard operating procedure - Ensuring that the terms of new and existing contracts with clients are adhered to
- Building and maintaining strong relationships with the Healthcare Executives Contacts
- Coaching and mentoring Contact Centre Management on new changes made by medical fund portfolios
- Writing up Verbatim on changes made by the medical fund portfolio for the Contact Centre use.
Quality Assurance Team Manager
Agility Health
07.2013 - 03.2017
- Company Overview: Medical Aid Administration
- Managing Quality Assurance Team
- Ensure Quality Team adheres to quality and compliance process
- Implementing Team's weekly and monthly production plans
- Manage and Control the quality output of the QA team
- Analyze data to identify areas to improve through the quality management process
- Coaching Agents and Team Leaders to achieve desired quality levels
- Interpret and implement quality assurance standards
- Designing of quality monitoring forms and quality standards
- Drafting and updating the quality assurance policies and procedure
- Compiling weekly and monthly reports on Assessment scores as well as errors detected
- Prepare the Quality reports for Senior Management review
- Manage and monitor the quality assurance recording system
- Assess calls and other communication sources, per agent within the Call Centre - Checking the accuracy of information and identifying the Agent's training needs and trends
- Ensuring that Call Centre Agents are delivering a high level of Customer Service
- Coaching Agents and providing feedback on the calls and correspondence performance
- Facilitating QA training sessions with the new intake of Call Centre Agents
- Liaise with all relevant role players in the event of disputes regarding customer satisfaction measures in order to ensure the accurate and consistent application of procedures is done
- Provide Team Leaders and Operational Managers with regular performance feedback
- Attending Meetings with Service departments to acquire any information to put in place, new processes, and implement interventions to enhance and maintain the overall call quality.
- Medical Aid Administration
Customer Service Quality Assurer
Metropolitan Health Group
07.2008 - 06.2013
- Company Overview: GEMS Medical Aid
- Quality Assurer for inbound and outbound calls - Validating the accuracy of the information given to Medical Doctors and members of the scheme
- Queries on Doctors/Hospital Claims and Membership enquiries
- Monitoring Call Centre Agent's ongoing quality performance and ensuring first resolution is achieved.
- Conducting on-the-job coaching to address areas of development based on evaluations
- Ensure quality customer service goals are met and identify areas of improvement
- Identify the training and development needs of individuals and liaise with Team leaders or Managers to address the gaps
- Search and isolate problematic calls for management when required
- Compile weekly QA report for Management review
- Identifying and reporting areas of concern, trends, problematic areas and training needs with a focus on the development of Call Centre Agents and Correspondence Clerks
- Communicating regularly with the Agents and Management in terms of assessment and quality checks.
- GEMS Medical Aid
Authorization Consultant
Quest Staffing Temp Solution
08.2007 - 06.2008
- Liaising with Customers and Bank branches and Bank Merchants
- Handling queries on client accounts
- Performing Customer Security checks
- Authorizing Bank Transactions
- Issuing Authorization Codes for International transactions
- Authorizing Country funds Limit
- Increase and decrease credit card limits
- Logging Disputes queries
- Interpret Account statements
- Statement Interpretations
- Overriding Transactions
- Updating Customer account profiles
Financial Advisor
Old Mutual
07.2006 - 07.2007
- Company Overview: Long Term Insurance
- Identifying and pursuing potential clients to maintain a strong client base
- Provide appropriate financial advice, in line with the customer's resources and financial goals
- Responsible for educating clients on the products and services available
- Meeting individually with clients to determine their financial objectives and risk tolerance
- Offering strategic advice on products and services, on investments and life insurance cover
- Preparing financial documents, such as income projections and investment reports
- Maintaining compliance with all rules and regulations in the financial industry
- Marketing and building solid relationships
- Performing market research to stay current with financial trends
- Long Term Insurance
Client Services Consultant
O'Keeffe & Swartz
11.2004 - 06.2006
- Company Overview: Short Term Insurance
- Inbound Calls Hospital plan product
- Handling and resolving general and claims queries
- Insurance product endorsement (changes and upgrading)
- Reinstating lapse insurance product
- Client Retentions/Conservation
- Cross/Selling new products
- Short Term Insurance
Education
Agile Scrum Master Certificate -
Simplilearn
RE5 Regulatory Certificate - undefined
Financial Services, Moonstone
N6 Financial Management Certificate - Accounting
Central Johannesburg College
Grade 12 Certificate - undefined
Highveld College
Lean Six Sigma White Belt Certificate -
MF Treinamentos
Agile Scrum Foundation Certificate -
Simplilearn
Skills
Computer literate
Timeline
QA and Compliance Coach
Nutun Digital Business Solution
07.2021 - 08.2023
Migration Analyst
IQ Business Consulting
08.2019 - 01.2020
Business Operations Specialist/ Accounts Manager
Medikredit Integrated HealthCare Solutions
04.2017 - 07.2019
Quality Assurance Team Manager
Agility Health
07.2013 - 03.2017
Customer Service Quality Assurer
Metropolitan Health Group
07.2008 - 06.2013
Authorization Consultant
Quest Staffing Temp Solution
08.2007 - 06.2008
Financial Advisor
Old Mutual
07.2006 - 07.2007
Client Services Consultant
O'Keeffe & Swartz
11.2004 - 06.2006
RE5 Regulatory Certificate - undefined
Financial Services, Moonstone
N6 Financial Management Certificate - Accounting
Central Johannesburg College
Grade 12 Certificate - undefined
Highveld College
Agile Scrum Master Certificate -
Simplilearn
Lean Six Sigma White Belt Certificate -
MF Treinamentos
Agile Scrum Foundation Certificate -
Simplilearn
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