Anela Roli

I currently work as a Quality assurance coach, as a quality coach, I help agents improve their quality and quantity by assessing and evaluating their chats , emails and calls. I push to bring out the best by motivating them and improving their performance. I monitor their live chats to help them keep track of their customers.

As a QA my job is to complete monthly report, pointing out areas of excellence and areas of improvement on my team per agent. Accessing their progress on the action planes created for them to improve on the area’s improvements. Meeting with the team supervisor to discuss the quality performance of the areas and to highlight best performing agents and bottom performers.

I started workings a sales agent, moved to a different company and worked as a customer service representative for 1 years and half. In the same company got a promotion and moved to the quality assurance department and worked as a QA coach till current.

I have high school matric.