Quality & Insight Analyst - Nutun
(2023-10)
- Monitor and evaluate inbound and outbound calls for quality, compliance, and customer experience.
- Provide detailed feedback and insights to managers to support effective agent coaching.
- Conduct quality assurance sessions with new hire training groups, ensuring clear understanding of scorecards and expectations.
- Lead calibration sessions with BAU agents and team leaders to ensure scoring alignment and 100% compliance.
- Participate in regular call listening sessions to reinforce quality standards.
- Complete insights reporting and evaluate customer feedback surveys.
- Facilitate scorecard rollouts to new agents.
Customer Service Agent - Nutun
(2023-01 - 2023-10)
Campaigns: 1800 Flowers | OVO
- Assisted UK customers with account queries and service requests.
- Handled escalations and resolved customer complaints professionally.
- Processed payments and created customer payment plans.
- Maintained a high level of professionalism and customer satisfaction.
Customer Service Advisor - Webhelp
(2022-06 - 2022-12)
Campaign: River
- Delivered exceptional customer service while handling inbound calls.
- Assisted customers with order‑related queries.
- Maintained a calm and professional manner during customer interactions.
Education Assistant - Khulani Commercial High School
(2021-11 - 2022-03)
- Supported classroom management and assisted educators with daily tasks.
- Provided administrative support, including document preparation and photocopying.
- Assisted parents and visitors with school‑related enquiries.
Education Assistant - Khulani Commercial High School
(2020-12 - 2021-04)
- Supported classroom management and assisted educators with daily tasks.
- Provided administrative support, including document preparation and photocopying.
- Assisted parents and visitors with school‑related enquiries.
Debt Consultant - DMC Debt Management
(2019-09 - 2020-12)
- Managed outbound and inbound calls within a call‑centre environment.
- Assisted customers in creating debt repayment plans based on financial assessments.
- Provided guidance on debt management and repayment strategies.
- Delivered professional and empathetic customer service.
Journalist Intern - BCM News
(2018-11 - 2019-06)
- Covered events and breaking news stories.
- Wrote and edited news articles, ensuring grammatical accuracy and quality standards.
- Developed story leads and pitched ideas.
- Assisted in social media content creation and chaired weekly meetings.
News Reporter - Mdantsane FM
(2016-06 - 2018-11)
- Wrote, edited, and presented English news bulletins on‑air.
- Structured and compiled daily news reports.
- Attended live events and covered stories.
- Updated and managed social media platforms.
