Zwelihle Sinikani
Durban
Summary
Customer service and quality assurance professional with 5+ years in call-centre operations across telecommunications, insurance, and banking. Resolve customer queries, complaints, and escalation cases with accurate data capture and documentation. Audit calls using quality scorecards to ensure compliance and improve service performance through coaching.
Overview
3
3
Languages
3
3
years of professional experience
Work History
Call Centre Agent
Nedbank
Durban, South Africa
01.2021 - 06.2022
- Provided friendly, helpful customer service with clear product information.
- Handled and resolved product sales and customer service issues quickly.
- Stayed calm under pressure while resolving customer complaints effectively.
- Followed up on customer interactions to provide additional support.
- Replied to customer emails with accurate, professional responses.
- Explained complex information clearly to help customers make decisions.
- Answered inbound telephone calls promptly to reduce customer waiting times.
- Received calls and redirected customers to relevant departments for support.
- Maintained detailed product knowledge to advise customers accurately.
- Attended regular training sessions to improve performance and expand knowledge.
Quality Assurance Analyst
Huntswood
Durban, South Africa
01.2019 - 05.2021
- Monitored quality control checks to meet industry standards and regulations daily.
- Collaborated with development teams to relay quality standards and resolve issues.
- Trained junior QA analysts in best practices and testing methodologies each week.
- Monitored and reported consumer complaints, spotting trends and prompting action plans.
- Analysed test results, documented findings, and recommended corrective actions promptly.
- Reviewed and updated quality documentation to keep industry standards current.
- Provided daily, weekly, and monthly quality information to key stakeholders.
- Set quality assurance objectives and tracked progress against team goals.
Education
Matric/Grade12
Phoenix Technical School
Durban, KZNSkills
- Customer service and support
- Quality assurance and control
- Active listening and conflict resolution
- Time management and multitasking
- Detail orientation
- Inbound call handling and polite phone etiquette
- Email writing and documentation proficiency
- Language fluency
- Data analysis and performance monitoring
- Team collaboration and technical training
Languages
IsiXhosa
First Language
English
Upper Intermediate
B2
IsiZulu
Upper Intermediate
B2
Interests
- Music writing, Production and performance
- Book reading
- walking
- meditation
marital status
- single
ID
- 9507095607086
Timeline
Call Centre Agent
Nedbank
01.2021 - 06.2022
Quality Assurance Analyst
Huntswood
01.2019 - 05.2021
Matric/Grade12
Phoenix Technical School