Carstens - Quality Control - Cape Town, Western Cape, South Africa

Morne Carstens

Cape Town, Western Cape, South Africa

Services

Quality Control

Summary:

•Quality assurance analysts participate in employee quality improvement teams to reduce defects and quality issues.
•Make recommendations to improve the production process based on findings from quality assurance analysis.
•Monitor the procedure to determine if changes significantly improve the process and defect quantities.
•Quality analysts document results of new procedures after implementation to show quality improvements.
•Ensure that a company's data, system, products and company processes consistently meet or surpass industry standards.
•Continuously monitoring company activities, quality assurance analysts guard a company from experiencing business and financial losses and embarrassment due to poor system performance, ineffectual internal processes
•Determine whether incidents occur due to system process or user issues.
•Knowledge of the Financial Services industry
•Assertive & a team player yet able to work independently
•Excellent analytical skills
•Able to take initiative and exercise sound judgment & decision making
•Excellent organization and problem solving skills
•Ability to build relationship with stakeholders in the business
•Ability to work under high pressure & meet deadlines
•Deadline and delivery focused•Methodical & attention to detail
•Strong report writing skills
•Strong analytical ability and a strong client service orientation
•Excellent interpersonal & communication skills – to discuss report feedback at all levels of management
•Adhoc tasks e.g. call classification reports, loading agents on CCMS, loading agents on Qnique,
•One on one with agents and Team Leaders to ensure clarity of findings and action plan for improvements.
Calibrations with team agents, management and clients’ quality assurers to ensure that variance are met.

Work History

Quality Assurer Analyst (Vodacom campaign)

Teleperformance

June 2011 - June 2011

Major Responsibilities, Primary Function, Key Responsibilities & Achievements

•Quality assurance analysts participate in employee quality improvement teams to reduce defects and quality issues.
• Make recommendations to improve the production process based on findings from quality assurance analysis.
•Monitor the procedure to determine if changes significantly improve the process and detect quantities.
•Quality analysts document results of new procedures after implementation to show quality improvements.
•Ensure that a company's data, system, products and company processes consistently meet or surpass industry standards.
•Continuously monitoring company activities, quality assurance analysts guard a company from experiencing business and financial losses and embarrassment due to poor system performance, ineffectual internal processes.
•Determine whether incidents occur due to system process or user issues.
•Knowledge of the Financial Services industry.
•Assertive & a team player yet able to work independently.
•Excellent analytical skills.
•Able to take initiative and exercise sound judgment & decision making.
•Excellent organization and problem solving skills.
•Ability to build relationship with stakeholders in the business.
•Ability to work under high pressure & meet deadlines.
•Deadline and delivery focused.
•Methodical & attention to detail.
•Strong report writing skills.
•Strong analytical ability and a strong client service orientation.
•Excellent interpersonal & communication skills to discuss report feedback at all levels of management.
•Adhoc tasks e.g. call classification reports, loading agents on CCMS, loading agents on Qnique,
•One on one with agents and Team Leaders to ensure clarity of findings and action plan for improvements.
•Calibrations with team agents, management and clients’ quality assurers to ensure that variance are met.

Experienced Mentor for HP United Kingdom

Teleperformance (Hewlett Packard campaign)

October 2008 - October 2008

Major Responsibilities, Primary Function, Key Responsibilities & Achievements:

•To manage, develop, motivate and provide support to the Consumer Entry team so as to effectively achieve campaign objectives whilst ensuring quality standards are adhered to at all times. This requires, team working, self confidence, communication, interpersonal skills, developing skills, learning orientation, planning and organizing and problem solving.
•Advanced knowledge of HP processes and procedures.
•Improve E2E linkages with BE & FE.
•Responsible for process adherence for all the departments that work with the HP campaign and align all staff so that all staff understands the policies and procedures that are set out by HP.
•Identify development areas for HP, Teleperformance and its staff.
•Weekly conference calls with the change management HP worldwide and provide continuous feedback loop sessions.
•Liaise with 3rd parties for improved customer satisfaction.
•Liaise directly with client on escalated matters.
•Identify issues and also improve current processes
•Responsible for compiling training material and slide shows.
•Responsible for training departments as a team and coaching agents on an individual level.
•Responsible for training and ensuring that the Quality Assurance team maintains a high level of quality across all departments.

Call Centre Agent

Woolworths Financial Services

February 2001 - August 2007

Major Responsibilities, Primary Function, Key Responsibilities & Achievements:

•Multi skilled in the credit management department
•Worked with in-store card and personal loan accounts and credit card accounts
•I was responsible for reconciliations of all accounts including logging, escalation and following up of accounts with the Mercantile Bank of Lisbon.
•Collection of arrear accounts
•Captured information of customer accounts
•Worked in an inbound and outbound call centre
•Worked on the predictive dialler
•Dealt with debit order reversals, cheque payments, electronic fund payments, internet payments etc.
•Customer account queries
•Feedback to customers regarding queries and accounts
•Tracing
•Work experience in the collections and call centre environment
•Work together with the frauds and disputes and legal department
•Worked with ITC and Experian

Service specialist

WOOLWORTHS HEAD OFFICE (Contract) Call Centre Operator in I.T. department

July 1998 - July 1999

•Trained as a service specialist.
•Resolving of all hardware, software related problems.
•Resolving of all foods and textiles supply chain related problems.
•Resolving of all stores, depots and suppliers problems.
•E.g. Offline to vision 21, store point of sale error messages, scanners not scanning, printers not printing,
•Password for backup system and store offline issues
•Balancing of cash reports - Trickle feed not balancing to point of sales.
•Escalations & follow up of problems.

Revenue Clerk in the Prosecutions Department

SOUTH AFRICAN REVENUE SERVICES

September 1996 - May 1998

•Duties included provisional and company vat.
•(Vat 201, IT 14 & IT 12, IT 88 ECT.)
•Recession of judgements.
•Liaising with state attorneys, accountants, banks, department of home affairs, accounting firms and taxpayers.
•Issuing of warrants of arrests.
•Writing of summonses, court rolls.
•Handling all correspondence.
•Reconciliation of accounts and updating of files.
•Handling all telephone queries and telephonic reconciliations.
•Handling all counter customer queries and reconcliations.

Production Administrator

Creative Housewares

January 1993 - January 1996

•Duties included managing the screen-printing department.
•Ordering of stock.
•Supervising the production lines.
•Monitoring of input and outputs of production, stores, receiving and despatch areas.
•Monitoring of raw material manufacturing (moulds and lathe products).
•Responsible for activities and disciplinary action of personnel.
•Liaising with director, sales manager and production manager.
•Production planning
•Capturing of daily, weekly and monthly figures.
•Waste control.
•Quality control.
•Managing drivers’ activities.

Projects

WOOLWORTHS FINANCIAL SERVICES - Clerk

•Multi skilled in the credit management department
•Worked with in-store card and personal loan accounts and credit card accounts
•I was responsible for reconciliations of all accounts including logging, escalation and following up of
accounts with the Mercantile Bank of Lisbon.
•Collection of arrear accounts
•Captured information of customer accounts
•Worked in an inbound and outbound call centre
•Worked on the predictive dialler
•Dealt with debit order reversals, cheque payments, electronic fund payments, internet payments etc.
•Customer account queries
•Feedback to customers regarding queries and accounts
•Tracing
•Work experience in the collections and call centre environment
•Work together with the frauds and disputes and legal department
•Worked with ITC and Experian

Qualifications & Certifications

Certificate

Vodacom Academy

Certificate

VODACOM ACADEMY OF RESOURCE AND TRAINING

Certificate

Medical Education Center

Certificate

PEOPLE DEVELOPMENT AFRICA

Certificate

Teleperformance

Shadowmatch Workforce Optimization

Certificate

Free to Grow

Diploma

UNISA

Diploma

Adcorp Leadership School

Diploma

NATIONAL PRODUCTIVITY INSTITUTE OF SOUTH AFRICA

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