Nokwanda Makhunga

Experienced Training & Quality Coordinator with 5+ years in BPO and financial services. Strong background in training delivery, QA monitoring, coaching, and performance improvement. Proven ability to drive KPI improvements, enhance customer experience, and support operational excellence through data-driven insights and structured training programs.

Learning & Development Trainer at Clearsource BPO (2025-03 – Present)

Facilitate onboarding and refresher training sessions, design training materials, monitor agent performance, conduct call audits, implement coaching plans, and track training effectiveness.

• Facilitate onboarding and refresher training sessions for groups of 10–20 agents
• Design and update training materials aligned with operational processes
• Monitor agent performance using QA scorecards and KPIs
• Conduct call audits and provide structured feedback
• Implement coaching plans to close performance gaps
• Collaborate with QA and operations teams to improve service delivery
• Track training effectiveness through assessments and reporting

Senior Customer & Stakeholder Specialist at Nutun (2023-02 – 2025-03)

Managed high-volume customer interactions across multiple channels, ensured compliance with quality standards, identified trends, and supported escalation handling.

• Managed high-volume customer interactions across multiple channels
• Ensured compliance with quality and service standards
• Identified trends and recommended process improvements
• Supported escalation handling and resolution
• Maintained strong relationships with internal and external stakeholders

Consultant, Claims & Sales at PLP Groups (2021-07 – 2023-04)

Handled customer queries, claims processing, and service requests while maintaining compliance with QA and regulatory standards.

• Handled customer queries, claims processing, and service requests
• Maintained compliance with QA and regulatory standards
• Achieved KPIs related to quality, productivity, and customer satisfaction
• Assisted in resolving escalations and improving service workflows

Diploma in Learning & Development – Alison (2025)

RE5 - Moonstone (2026)