Mveliso Mtana

Call Centre: Quality Assurance

Talent

Daveyton, Ekurhuleni Metropolitan MunicipalityMember since March 22, 2023

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About

I am looking for a responsible position in a supportive environment where I can help the company grow in value utilizing my capabilities and abilities. I am a dedicated and persistent person.

One of my greatest key strengths is that I have a sense of responsibility. I have a high attention to detail and accuracy. I consider myself a lifelong learner because I have a belief that my mind is unlimited, and what I learned from school is that I find it easy to adapt.

Experience

WORK EXPERIENCE

ISON Xperiences (BPO) (October 2022 – February 2023)

Position : Vodacom FTTH Technical Support Agent
Duration : 5 Months
Reason for leaving : Relocated

My Duties included:

Process FTTH customer service and technical service enquiries through inbound calls and provide end to end services.
Ensure that progress of every query logged is monitored until the issue is resolved.
Performing any ad hoc tasks as instructed.

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Genii Analytics & AI (BPO) (April 2021 – September 2022)

Position : Quality Analyst
Duration : 1 year 7 Months

My Duties included:

Evaluation of inbound/outbound calls, correspondence as well as business processes to measure the effectiveness of service provided to the customers by the agents.
Identify & report on problem areas, trends and training need with the view of the agent development.
Meet or exceed Transaction Quality Target as set by the Client/Business.