Nolwandle Mdima

passion for people is a huge part of my life, i have experience in a call centre industry for 13 years. I am a loyal dedicated individual who love to teach others how to grow whilst developing my self as well, i am a mult skilled leader and i’m seeking an establishment both with bigger vision and strong foundation to work with. I enjoy being part of productive, managing, motivating and successful team, i am a very bubbly and humble person and have an opened mind and friendly personality that allowes me to relate to people from all walks of life.

I coordinate activities, resources, people and time,so then look no further you will see my enclose resume that i meet all the equalification and more. Thank you for taking your time to review my resume.

Team leader (EDF QA Campaign) at Nutun CX (2022 – 2023)

• managing a team of 15 agents on QA EDF, Rolling of scorecard to the new agents in the training room.
• Conducting sign off’s for the new agents and monitoring our team target of 150 per day, weekly 1-2-1 with the QA agents for inaccuracy’s.
• Conducting buzz session with the agents on the floor before start of shift, coaching and calibrations completed and signed of by employees.
• Collating daily data for all work completed/audited by the agents and drafting pivot table to report all collated work for the week back to the head of quality.

Quality Analyst (Escalations – International Sprint Campaign) at Ignition Group (2014 – 2021)

• Completing daily audits of 10 on the coaching document and pasting on Smart for the client and on the daily tracker to meet daily target and to achieve my monthly KPI.
• assisting with Escalation audits when the team was short, completing calibrations with the entire teams every Monday.
• Sending EOD on a QMF tracker at the end of shift, Sending daily picked up trends and issues that happened on each call.
• Conducting a buzz sessions for 1 hour on the teams i’ll be working on for before they start dialling.
• Sending daily email to team leaders with no tolerance and critical fails for wrongs that agents have done and solutions on how they avoid them on their next sale.

Matric – Vuyiswa Mtolo High School (2008)

ABET – Unisa (2012)

Home Based Care