Aphiwe Mlamla

Detail-oriented and quality-focused Quality Assurance Agent with strong analytical and communication skills. Dedicated to improving customer service standards, monitoring performance, and supporting continuous improvement to enhance operational efficiency and customer satisfaction.

Debt collection agent - Anthony Richard's and Associates

(2023-05 - 2024-08)

Debt collection for TFG group

Inbound collection Agent - Tenacity Financial Services

(2023-09 - 2024-08)

Inbound collection for the PEPKO group

• Assisting customer with complaints via phone calls, WhatsApp and emails.
• Assisting customer service department

Customer service Advisor - Capita

(2024-08 - 2024-09)

• Assisting customers with their Hive products and other enquiries.

Quality Assurance - Telus Digital

(2025-01)

• Performed quality monitoring and evaluations of customer interactions
• Ensured compliance with service standards and operational procedures
• Delivered constructive feedback and coaching to call centre agents
• Compiled quality assurance reports and analysed performance trends
• Assisted in improving customer satisfaction and service delivery
• Identified training opportunities to enhance agent performance
• Maintained accurate quality assurance records and documentation

Matric - Oxford international High Scholl (2010)

National Diploma - Small Business Management - Walter Sisulu University (2016)