Yonela Matlala
Debt Colletor
Johannesburg,GP
Summary
Results-driven Experiential Quality Analyst enhancing audit processes and quality improvement. Leveraged data analysis to surpass performance targets while fostering teamwork and client relationships. Implemented cost-reduction methods to drive financial stability and improve compliance and operational efficiency.
Overview
12
12
years of professional experience
Work History
Experiential Quality Analyst
African Bank
10.2025 - Current
- Score Performance: Evaluate interactions using structured scorecards to grade communication and technical accuracy.
- Track Compliance: Verify that agents follow critical laws like the NCA, POPIA, and debt collection regulations.
- Tracked compliance by verifying adherence to critical laws such as NCA, POPIA, and debt collection regulations.
- Identify Red Flags: Flag illegal behavior, aggressive language, or unauthorized settlement offers immediately.
- Provided feedback through coaching sessions, clarifying performance gaps and strategies for improvement.
- Calibrate Scores: Attend regular meetings with team leaders to ensure everyone scores agents consistently.
- Generated reports compiling data on common mistakes, compliance risks, and top-performing agents to inform management decisions.
Debt Collector
African Bank
06.2014 - Current
- Collected on delinquent accounts to reduce overdue balances.
- Negotiated payment plans with clients to resolve outstanding debts efficiently.
- Utilized debt recovery software to track accounts and manage collections effectively.
- Collaborated with legal teams to initiate proceedings on delinquent accounts.
- Collaborated with legal teams to initiate proceedings on delinquent accounts when necessary.
- Implemented best practices for communication, improving client engagement during collection processes.
- Educated debtors about repayment options, enabling them to make informed decisions while preserving positive business relationships.
- Provided excellent customer service during difficult conversations, empathizing with debtors while remaining firm on repayment expectations.
- Mentored junior collectors on negotiation techniques and compliance standards.
Education
Skills Programme: Leading in The 4th Industrial L5 - Generic Management And Business Leadership
GRADUATE INSTITUTE OF FINANCIAL SCIENCES
Johannesburg 04.2001 -
Skills Programme:CMGM Level 5 - Business, Commerce And Management Studies
GRADUATE INSTITUTE of FINANCIAL SCIENCE
Johannesburg 04.2001 -
High School Diploma -
Minerva Secondery School
Johannesburg 04.2001 -
Skills
Compliance monitoring
Compliance tracking
Process improvement
Quality improvement
Process improvement
Data analysis
Decision-making
Client communication
Workload management
Teamwork and positive attitude
Workload management
Timeline
Experiential Quality Analyst
African Bank
10.2025 - Current
Debt Collector
African Bank
06.2014 - Current
Skills Programme: Leading in The 4th Industrial L5 - Generic Management And Business Leadership
GRADUATE INSTITUTE OF FINANCIAL SCIENCES
04.2001 -
Skills Programme:CMGM Level 5 - Business, Commerce And Management Studies
GRADUATE INSTITUTE of FINANCIAL SCIENCE
04.2001 -
High School Diploma -
Minerva Secondery School
04.2001 -
References
Contact Person: Rose Thwala (Former Supervisor)
Contact Number : 061 759 5129
Contact Person: Edner Phosa (Supervisor)
Contact Number: 084 835 7341