Xola Mrwebi
Quality Assurance
Mitchell's Plain
Summary
Dynamic Quality Assurance professional with a proven track record at EXL Service, excelling in implementing quality measures and enhancing service delivery. Skilled in analytical problem-solving and effective communication, I thrive in fast-paced environments, ensuring customer satisfaction and continuous improvement through detailed feedback and coaching.
Overview
4
4
years of professional experience
Work History
Quality Assurance
EXL Service
08.2023 - Current
- Implemented quality assurance measures, consistently maintaining high standards of service delivery.
- Monitoring all customer support channels
- Evaluation
- Proving feedback and Coaching
- Tracking and improvement
- Test planning
- Collaboration
Senior Associate
WNS Global Services
07.2022 - 07.2023
- Billing Accounts
- Filling of complaints
- General enquiries
- Contract broker (British Gas)
- Complaints resolver
- Customer care
- Data collection
Sales Agent
Lion Life
04.2021 - 04.2022
- Meeting deadlines and targets
- Customer handling and resolution
- Organizational ability
- Prioritizing client needs
- Knowledge retention and recall
Education
N4 - Business Management
College of Cape Town
Cape Town, South Africa 05.2001 -
High School Diploma -
Sophumelela Secondary School
Cape Town, South Africa 05.2001 -
Skills
- Quality assurance and control
- Analytical Skills
- Communication Skills
- Technical Skills
- Adaptability
- Attention to detail
References
Luke Cogill (Lead Assistant Manager) EXL
- Luke.cogill@exlservice.com
- 072-851-0397
Gugulethu Sishuba (team leader) WNS Global Services
- Gugulethu.Sishuba@Brutushgas.co.uk
- 071-239-7973
Fatima Somashini (Lion Life)
- Fatima.Somashini@lionlife.co.za
- 060-526-9432
Timeline
Quality Assurance
EXL Service
08.2023 - Current
Senior Associate
WNS Global Services
07.2022 - 07.2023
Sales Agent
Lion Life
04.2021 - 04.2022
N4 - Business Management
College of Cape Town
05.2001 -
High School Diploma -
Sophumelela Secondary School
05.2001 -
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