Khanyo Msimango

Dedicated and results-driven Quality Assurance Agent with extensive experience in call auditing, performance coaching, and compliance monitoring within contact centre environments. Highly skilled in conducting internal and external investigations, compiling detailed reports, and supporting sales teams to achieve performance excellence. Strong communicator with excellent time management and critical thinking abilities.

Quality Assurance Agent at Rewardsco (2018-10 – Present)

• Conduct full call audits to ensure compliance with company and campaign standards.
• Compile and consolidate performance reports for management review.
• Perform internal and external investigations where required.
• Provide coaching and briefing sessions to sales agents to improve performance and quality standards.

Quality Assurance Agent at Ignition Contact Centre (2014-06 – 2018-09)

Reason for leaving: Offered a better opportunity at Rewardsco.

• Conducted full call audits and ensured adherence to compliance standards.
• Provided structured feedback and coaching to agents to improve overall performance.

– Newlands East Secondary School (2008)