Mdleleni - Accreditated Quality Assessor - Cape Town, Western Cape, South Africa

Nomandla Mdleleni

Cape Town, Western Cape, South Africa

Services

Accreditated Quality Assessor

Summary:

Registered Constituent Assessor with Services Sector Education and Authority - Unit Standard 10046 Provide product training to others in the organisation -Unit Standard 10052 Monitor Handling of Customers by frontline customer service -Unit Standar 10053 Manage customer requirements and needs and implementation action plans -Unit Standard 10054 Identify and manage areas of customer service impact

Work History

Trainer

Metropolitan Health

From August 2011

 Training of new recruits
 Identifying and reporting of problem areas, trends and training needs with the focus on development of call centre consultants and Team Leaders
 Coaching
 Compiling weekly and monthly reports based on refresher trainings done
 Facilitating refresher trainings and updates
Coaching of Agents and Team Leaders to achieve desired quality levels

Quality Assessor

Metropolitan Health

January 2009 - July 2011

Assessment of calls / correspondence and help desk inquiries to measure the level of service being provided to clients
Identifying and reporting of problem areas, trends and training needs with the focus on development of call centre consultants and Team Leaders
Communicating regularly with the Client Services Manager, Team Leaders and Client Services Agents in terms of assessment and quality checks being done
Compiling weekly and monthly reports on assessment scores as well as errors detected
Liaise with all relevant role players in the event of disputes regarding customer satisfaction measures in order to ensure the accurate and consistent application of procedures

Projects

Miss Nomandla Mdleleni

I am a strong willed person; I am ambitious, hardworking and adventurous. I always look for new challenges and in return I gain better experience than being trained. I have good interpersonal skills. Interacting with different people and cultures has equipped me with something new to learn everyday. This has polished my communication professionally with skills both written and spoken.

Qualifications & Certifications

Associate in Management

University of Cape Town Graduate School of Business

Luhlaza SSS

Skillpages has been acquired by Bark.com!

Bark.com is pioneering the way people find local services. Skillpages is the world’s premier directory of service providers.

Find out more


Are you sure that you want to leave?