Kholofelo Semosa

Results-driven Quality Assurance Specialist with over 3 years of experience in a call centre environment and a SETA-certified Call Centre qualification. Skilled in monitoring customer interactions, evaluating agent performance, and improving service quality. Strong understanding of quality standards, customer experience, and performance management. Committed to driving continuous improvement and delivering excellent customer satisfaction.

Quality Assurance Specialist / QA Analyst at Italk International Call Centre (2023-03 – Present)

Quality Assurance Specialist responsible for monitoring customer interactions, evaluating agent performance, and improving service quality at a call centre environment.

• Assessed agent performance using QA scorecards and provided detailed feedback
• Identified trends, gaps, and training needs to improve team performance
• Conducted call audits and prepared quality reports
• Worked closely with team leaders to improve overall service delivery
• Ensured adherence to company policies, scripts, and regulatory requirements
• Assisted in coaching and mentoring agents to improve quality scores

SETA Call Centre Certificate in Call Centre Operations (2026)

Matric

Bachelors of Education in Education