Quality Assurer
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I am a Quality Assurer and I have been in the call centre environment since 2017 I am passionate about reading and music I also enjoy the art space as well I am fast learner, pro-active, problem solver, team leader as well as team player, ambitious, work extra hours to complete, every task that is given to me. I posses communication skills, can work under pressure and adhere to schedule
DURATION: 03/2023 - Present
Developing Quality Processes and PROCEDURES.
Conducting Quality Audits and Inspection
Implementing Corrective and Preventive Actions.
Used Verint to pull outbound / inbound calls as well as dropped calls
Used Maestro to evaluate agents calls as well as view screen recordings
Used Zendesk to monitor cases and other actions that there made by the agent
Duration: 10/2022 - 02/2023
Listen to calls and take notes
Offer team and one on one support
Duration: 06/2022 - 08/2022
Job Description: Call Centre Agent
Capturing and updating customer’s information before transferring the call
Sending emails to relevant departments as well as follow ups
Duration: 02/2017 -09/2020
Job Description: sales and Call Centre Agent
Sell cell phones products and services
Meeting customer needs and resolve customer enquiries
Handling inbound calls, making payment arrangements
Deactivating/activating value added services migration of contract packages, escalating queries to relevant departments
Sending email to customers and internal
Duration: 28 April 2016 – 5 September 2016
Job Description: Sales Associate and Cashier
Assist customers in choosing the right item
Institution :Winterveldt Agricultural Educational Skills Academy certificate : Basic ICT and END-USER COMPUTING
Duration: 8 February 2021 - 31 May 2021
