Product & System Trainer at MVNX GROUP (2022-07 – Present)
- Planned and facilitated QA calibration sessions with internal Quality Assurance teams and external BPO clients to identify performance gaps, align expectations, and agree on revised processes and standards.
- Conducted end-to-end onboarding programmes for new agents, covering SOPs, QA scorecards, compliance requirements, and operational expectations.
- Delivered product and process training, including: RICA compliance, Porting (Port-In / Port-Out) processes, FLTE processes, SIM swap procedures
- Facilitated systems training across multiple platforms, including: Capturing, editing, viewing, and reading Financial Transactions (FTs), Capturing refunds, Understanding subscribed products and billing structures, Sales capturing and workflow navigation
- Trained agents on Freshdesk ticketing system, including ticket capturing, escalation, monitoring, and SLA management.
- Delivered training on process flow and escalation methodologies to ensure correct issue handling and compliance adherence.
- Conducted role plays, call listening, and call audits to reinforce expectations, improve call quality, and close performance gaps.
- Implemented side-by-side coaching with senior/seasonal agents, gradually transitioning new agents to live calls with guided support.
- Performed live call listening and post-call audits, providing structured coaching and feedback for continuous improvement.
- Conducted trend analysis on call quality, compliance gaps, and performance metrics to inform coaching and retraining interventions.
- Coached agents for performance improvement and readiness, enabling agents to operate independently with minimal supervision once competent.
- Supported QA processes by preparing agents during a 10-day QA grace period, ensuring readiness
- Communicated with project stakeholders on a regular basis via weekly emails, monthly phone conversations, and quarterly meeting.
- Achieved an average of 35 percent improvement on project speed execution.
Team Leader – Verification, Customer Care & QA Department at Two Mountains Financial Services and Burial (2020-04 – 2022-07)
- Led teams within the Verification, Customer Care, and Quality Assurance departments, ensuring targets, quality standards, and compliance requirements were met.
- Responsible for planning and allocating resources to support daily operations and business needs.
- Implemented operational strategies to improve team performance, productivity, and customer experience.
- Set performance targets and supported agents with objection handling and managing difficult or complex customer queries.
- Involved in recruiting and onboarding new employees and supporting them until they were fully settled in their roles.
- Regularly listened to calls, conducted trend analysis, and identified performance gaps and coaching opportunities.
- Handled complex customer escalations and ensured queries were resolved according to process and compliance standards.
- Recorded and monitored operational statistics to track team and departmental performance.
- Created and maintained QA audit sheets with weighted scoring to measure agent performance accurately.
- Scheduled and managed shift patterns to ensure adequate coverage across all teams.
- Handled administrative duties, including leave approvals and team administration.
- Motivated and engaged teams through regular huddles held at different times, as agreed with each team.
- Prepared and submitted weekly, monthly, and quarterly performance reports.
- Attended management feedback meetings and provided daily and weekly updates on performance and progress across the four departments managed.
Regional Training Facilitator at Two Mountains Financial Services and Burial (2019-10 – 2022-07)
- Delivered training programmes for new recruits and existing agents, focusing on product knowledge, systems usage, sales techniques, customer service, and regulatory compliance.
- Facilitated refresher and update training to keep agents informed on new products, changes to existing products, system updates, industry trends, and regulatory requirements including FICA, TCF, FSA, and Anti-Money Laundering (AML).
- Designed, updated, printed, and distributed training manuals for sessions to ensure agents had clear, compliant reference material.
- Conducted Train-the-Trainer sessions with Sales Managers on upcoming products and changes to current products, ensuring consistent, compliant messaging across teams.
- Created and maintained Frequently Asked Questions (FAQs) for new project streams to support agents in confidently addressing client queries while adhering to compliance standards.
- Facilitated both one-on-one and group training sessions using different methods, including content sharing, role plays, and live call feedback.
- Worked closely with various departments to align training schedules and deliver relevant training aimed at closing identified knowledge and skill gaps.
- Implemented mandatory assessments and readiness tests to ensure agents understood compliance obligations, ethical conduct, and customer-centric service principles before going live.
- Provided ad hoc support to new recruits, including assistance with call logging and system credential queries.
- Compiled and maintained training registers to track attendance and compliance completion.
- Prepared and submitted daily and monthly feedback reports, highlighting training outcomes, compliance risks, and improvement areas.
- Participated in weekly alignment meetings with the Burial Services team to improve understanding of customer products versus service delivery, ensuring agents delivered services in line with what customers were entitled to receive.
- Coordinated training logistics and facilitated classroom-based and virtual training sessions across multiple regions to increase learning opportunities.
Quality Assurance Specialist at Two Mountains Financial Services and Burial (2018-09 – 2019-09)
- Worked closely with Hollard during the authorisation process, ensuring alignment with their quality, compliance, and operational standards.
- Participated in QA calibration sessions with Hollard QA teams, aligning scoring criteria, quality expectations, and corrective actions.
- Audited claims payouts to ensure accuracy, compliance, and adherence to agreed policies and procedures.
- Reviewed and audited sales that were closed before processing, ensuring completeness, accuracy, and compliance prior to submission.
- Audited new products, premiums, and process changes before rollout to ensure readiness and compliance with regulatory and client requirements.
- Monitored call quality, sales interactions, and service delivery across contact centre operations within telecommunications and financial services environments.
- Conducted trend analysis on quality results to identify risks, gaps, and opportunities for improvement.
- Prepared and analysed QA reports and shared findings and recommendations with management and relevant stakeholders.
- Supported the implementation of best-practice QA methodologies and quality management standards across operations.
- Worked closely with operations, training, and claims teams to address quality gaps and support continuous improvement.
- Supported change initiatives by assessing quality impact and ensuring teams understood new processes and expectations.
- Coached agents and teams based on audit findings to improve compliance, customer experience, and overall performance.
- Monitored the closure of agreed action items to ensure quality improvements were implemented and sustained, particularly within the claims process.
POS Administrator at SA Greetings (Cardies) Aeroton (2015-01 – 2018-09)
- Maintained the Cardies POS database, ensuring all products, pricing, and configurations were accurate and up to date.
- Pre-captured and captured supplier invoices for stock received by stores, ensuring inventory levels were correctly reflected on the system (GRVs).
- Liaised regularly with suppliers to confirm product details, pricing, and quantities, resolving discrepancies where required.
- Created and maintained product codes for SA Greetings stock and third-party suppliers.
- Ensured all POS stores had the required hardware, software, and stationery to support smooth system operations.
- Worked closely with Titan (POS support team) to coordinate system maintenance, updates, and technical support across stores.
- Liaised with store managers and area managers to support effective system usage and resolve operational issues.
- Trained store staff and system users on POS functionality to ensure correct and consistent system usage.
- Provided ongoing system support and assisted with queries related to POS operations.
- Prepared and ran sales reports on a weekly, monthly, and ad hoc basis as requested.
- Addressed day-to-day hardware and software issues, including transaction failures and system malfunctions.
- Verified supplier invoices for products not yet loaded on the system and generated periodic invoices using Pastel.
- Provided remote support to stores where issues could not be resolved on-site.
- Conducted periodic stock takes, including physical stock counts, consolidation of stock data, and finalisation of store figures.
- Supported the setup of new stores by coordinating POS requirements, system configuration, and supplier liaison.
- Worked with the finance department to ensure payment of outstanding fees and POS licence support costs.
- Assisted customers with product and store location queries when required.
- Completed administrative documentation, identified discrepancies, and ensured issues were addressed and resolved promptly.
