Fortune Ntsoane

Results-driven Quality Assurance Specialist with 6+ years' experience in BPO environments, specialising in call auditing, compliance monitoring, coaching and performance improvement. Proven track record of diagnosing root causes, implementing process improvements and coaching agents to higher quality and service outcomes. Strong in data analysis, stakeholder reporting and building repeatable QA processes that support business targets.

Currently a first-year Law student at UNISA, adding regulatory and compliance insight to QA practice.

QA Specialist / Team Leader - Nutun

• Lead QA activities for collections teams: call audits, compliance checks and coaching sessions.
• Design and maintain QA scorecards; translate QA findings into coaching plans and monthly reports for ops.
• Conduct root-cause analysis on recurring QA failures and partner with Ops to close process gaps.
• Provide live and recorded coaching to agents to improve quality, compliance and CSAT outcomes.

Technical Associate / QA Coach - Quantanite

(2019-01 - 2021-12)

• Performed quality analysis and monitoring for client (Stamps.com) to maintain client-specific QA standards.
• Facilitated daily client meetings, delivered daily reporting, and identified operational risks.
• Coached agents on technical troubleshooting and quality expectations to improve service delivery.

Technical Associate / Agent - Startek

• Supported telecom container troubleshooting and technical assistance.
• Gained frontline experience in customer interactions, issue diagnosis and escalation handling.

LLB - Law - UNISA

NQF Level 4 - Tembisa Secondary