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Quality Assurance Agent
Quality Assurance and customer service professional improving call quality, compliance, and agent performance for better customer outcomes.
South AfricaQuality Assurance Agent at ITrusted Home Buyers
Review and evaluate customer interactions for accuracy, professionalism, and compliance across calls, emails, and internal workflows. Provide agent feedback and coaching, identify service gaps, and collaborate with team leads to improve customer experience while working independently in a remote environment.
Quality AssuranceCompliance MonitoringQA ScorecardsCustomer SupportProcess Improvement
Led quality assurance initiatives for customer service operations by monitoring agent performance through call evaluations and QA scorecards. Conducted coaching and calibration sessions, produced weekly/monthly QA reports, ensured compliance with company procedures, and mentored junior analysts to improve productivity.
Quality AssuranceCall EvaluationQA ScorecardsCompliance Monitoringperformance reportingData Analysis
Completed Matric (secondary school qualification) at Beang Tse Molemo Secondary School, class of 2006.
Completed Matric (secondary school qualification) at Beang Tse Molemo Secondary School, class of 2006.
Assessed quality of inbound and outbound call centre interactions by monitoring calls, emails, and data accuracy for compliance. Reviewed client interactions against policies and procedures and provided administrative support including managing emails and preparing correspondence.
Quality AssuranceComplianceCustomer Interaction ReviewAdministrative CoordinationOperational Support
Profile sourced from Himalayas.