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Work Background
Old Town MotorcyclesManaging Director
May. 2025 - Dec. 2025City of Cape Town, Western Cape, South Africa
Prodigy FinanceQuality Assurance Manager
Aug. 2024 - Nov. 2024Specialized focus on Quality Assurance management within the Operations space at Prodigy Finance. Including but not limited to managing the team and quality assurance system.
Prodigy FinanceTraining And Quality Manager
Jan. 2022 - Jul. 2024Cape Town, Western Cape, South AfricaManage the training, quality assurance and change management teams and processes within Operations.
Prodigy FinanceTraining Specialist
Mar. 2019 - Jun. 2022Cape Town Area, South AfricaCollaborate with the broader team to define the gold standard of customer experience across the operations value chain. Develop and direct the training function within Prodigy Finance for global customer operations. Work closely with subject matter experts to support them in creating, developing, updating, maintaining and version control of our core material, such as: student facing FAQS, internal SOP’s; macros & training guides within our ZenDesk knowledge base. Manage the creation, updating, maintain and version control of e-learning modules and assessments for staff to self-assess. Plan and work closely with WNS Trainers and subject matter experts to perform the training, change management, roll out, role play and assessment testing across Operations and BD teams for updates to Product, Process and SOP’s. Work with Quality Control, Operations and BD to identify gaps and opportunities in training material, how we engage with students and how we change manage. Drive, engage and perform random tests and “mystery shopping” to ensure cross functional alignment and a consistent brand and product experience for our students. Establishment of a structured training and change management approach supported by the implementation of an e-learning platform within our customer operations function. Management of the creation of user friendly and engaging training content in collaboration with subject matter experts - such as SOP’s, process maps, e-learning modules and training aids. Successful roll outs of well-designed training implemented on a global scale. Execution of change management in a way that is fun, positive and translates into quick and effective adoption of the changes. Development of a coaching culture within the business, which puts our customers at the heart of what we do.
Prodigy FinanceQuality Control Specialist
Jan. 2019 - Mar. 2019Cape Town Area, South Africa
Prodigy FinanceQuality Control Administrator
Jun. 2018 - Mar. 2019Ensure all quality and compliance assurance requirements are met and that robust monitoring and quality processes inform the business operational requirements Support business updates and update 3rd party QA provider Facilitate QA criteria updates and how they align to conversion, compliance and service and sign off and roll out internally Provide quality assessing where needed Handle QA outsource partner and OPS team 3rd level escalations Handle audit support queries and related tasks Weekly review of customer satisfaction feedback and identify training or process gaps Calibration, feedback and reporting to assure quality Plan, schedule and monitor the calibration process between QA outsource partner, OPS team and outsourced OPS partner Track main actions and progress and highlight positive and negative trends on a weekly and monthly basis Escalate major quality, service and compliance issues to management Identify with the Operations Team any common areas of concern, and work with the Operations Managers to undertake remedial action and escalate as appropriate Manage the customer complaints handling process to ensure complaints are tracked and resolved in line with company policies, and ensure customer feedback informs service delivery and ensure continuous improvement Assist in the delivery of Quality training to staff as required Ensure appropriate and relevant documentation and record keeping is adopted to monitor quality and compliance Provide weekly and monthly reporting and feedback to give insights into level of quality assurance
WNSQuality Analyst
Aug. 2016 - May. 2018ClaremontResponsibilities: -Assure compliance requirements are met and implement solutions to prevent non-compliance -Ensure accurate reporting on a weekly/ monthly/ as required basis -Maintain trackers and general hygiene of campaign documentation -Manage and handle internal and external escalations -Support QA’s in managing and completing their duties -Conduct compliance checks and audits when required (SLC checks) -Create, maintain or update business intelligence tools, databases, dashboards, systems, or methods. -Manage timely flow of business intelligence information to users. -Provide technical support for existing reports, dashboards, or other tools. -Maintain library of model documents, templates, or other reusable knowledge assets. -Synthesise current business intelligence or trend data to support recommendations for action. -Generate standard or custom reports summarising business, financial, or economic data for review by managers, clients, and other stakeholders -Attend Meetings with operations team and/ or client to report on QA analysis -Collect data on processes in preparation for analysis to determine areas of improvement -Conduct analysis based on consolidated data to enhance process improvements -Ensure accurate data capturing -Attend and manage calibrations internal and external -Conduct spot checks on quality assessments to ensure alignment between the various stakeholders -Assist with conducting quality assessments and providing advisors with feedback -Manage Quality Assessors in understanding & completing their roles and responsibilities
WNS Global Services SALead Associate Quality
Mar. 2015 - Jul. 2016ClaremontResponsibilities: • Evaluate the level that quality advisers achieve • Analyze data to determine areas of development and strength • Report on findings and propose initiatives to improve quality • Provide advisers with feedback • Investigate escalations from client and ensure errors are rectified • Ensure advisers adhere to compliance requirements • Conduct calibrations with team leaders and client • Manage time to reach targets and to address unforeseen tasks • To work in collaboration with training on identifying knowledge gaps in teams and by providing refresher training as needed
WNS Global Services SASenior Associate Quality
Oct. 2014 - Feb. 2015The main objectives of the position was to; - Assess the interactions between clients and associates. - Assist on investigations of associate conduct. - Perform audits on associates to ensure quality standards are met. - Assist on compiling monthly reports. - Provide associates with support and coaching to improve their quality.
WNS Global ServicesAssociate
Jul. 2014 - Sep. 2014The main objective of the position was to provide excellent customer service.
The Zibanjwa Zisemaphuphu CentreJunior Therapist
Aug. 2012 - Dec. 2012Centurion, South AfricaDuties; - Provide children diagnosed with Autism with Applied Behaviour Analysis Therapy - Work in partnership with parents to transfer learned skills to general environment - School facilitation
Fashion LaRetail Sales Consultant
Oct. 2009 - Jan. 2010Centurion, South AfricaDuties; - Provide customers assistance - Receive and document stock - Communicate with brand representatives - Responsible for opening and closing of shop - Organise and plan staff working schedule - Train and supervise new staff members
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