Olwethu Kiewiets

• Lead and oversee the Quality Assurance team, ensuring that customer interactions meet company standards and compliance.

• Regularly monitor and evaluate customer interactions calls to ensure adherence to company policies, regulatory requirements, and quality standards.

• Provide performance feedback, highlighting strengths and identifying areas for improvement to enhance agent effectiveness.

• Conduct coaching sessions, workshops, and one-on-one training to address performance gaps and improve agent skills and behaviors.

• Analyze data on team and individual performance, identify trends, and report findings to management.

• Develop and update quality standards, scripts, and evaluation forms in collaboration with management to align with evolving business needs and customer expectations.

• Drive process improvements by identifying inefficiencies and collaborating with cross-functional teams to enhance the customer experience.

• Generate reports and present quality metrics, performance trends, and improvement initiatives to key stakeholders.

• Ensure compliance with data protection, regulatory standards, and industry best practices.

• Motivate and engage team members, fostering a culture of continuous improvement and high-quality customer service.

• Lead regular calibration sessions with other Quality Analysts and Team Leaders to ensure consistency in quality scoring.

• Handle customer escalations and use these experiences to promote team development and customer-first attitudes.

• Work cross-functionally with Operations, Training, and HR to align quality initiatives with company goals.

• Monitor, audit, and propose measures for service level improvement.

• Conduct focus sessions, lead calibrations sessions, and provide trend analysis.
• Survey analysis, scrubbing, and reporting.

• Weekly reports, WBR, MBR reporting.

• Conduct internal workshops, coaching, and mentoring.

• Complete Quality Audits and share findings with management/client.

• Host educational and calibration sessions.
• Identify and report on trend analysis and making recommendations.
• Complete Quality Audits and share findings with management/client.
• Design and develop evaluation forms.
• Conduct product/systems training and soft skills/process training.
• Monitor calls, track agent performance and identify training gaps