Apr 2022 – Mar 2026 · 3 yrs 11 mos · South Africa · Hybrid

• Demonstrate leadership, management, and mentorship to a team of quality and training professionals, ensuring optimal performance and facilitating efficient knowledge transfer across the organization
• Implementing strategic planning to achieve best practices, resulting in excellence recognition and ensuring client satisfaction with business layout and the attainment of business goals and KPIs.
• Lead the Customer Experience and Quality team in identifying opportunities for improvement through lean analysis methodologies. Identify and enhance customer journey touchpoints and key performance indicators (KPIs) through Lean Six Sigma methodologies, utilizing data-driven approaches to optimize customer processes and workflows
• Establish and monitor important customer experience metrics within quality and training to effectively support operational delivery
• Promote a culture of continuous improvement and quality awareness across the organization
• Leverage VOC & VOA insights to detect trends, identify pain points, and pinpoint opportunities for improvement
• Create, apply, and sustain the organization's quality management system and learning management system
• Supervise quality control procedures to guarantee that products and services conform to or surpass customer expectations
• Formulate and execute a thorough training strategy that aligns with the goals of the organization.
• Evaluate training results and feedback to pinpoint areas requiring enhancement
• Overseeing departmental overhead budgets and engagement costs to ensure optimal Key Performance Indicator performance and employee engagement
• Identifying cost savings within the business while ensuring no compromise on business KPIs and client expectations
• Overseeing client relationships, conducting negotiations, and handling exceptions
• New business opportunities with business development team

Jun 2013 – Apr 2022 · 8 yrs 10 mos · South Africa · On-site

• Managing Monthly Reward & Penalty.
• Managing a successful generating support teams across the country and supplying all the support needed.
• Maintaining existing clients’ requirements as per process specifics
• Fully accountable for all Compliance & Quality related responsibilities which is from operations support, complaints, quality, and various other aspects of the business as per process requirements.
• Collaborating with clients & Key Stakeholders to set up the best infrastructure for the company from customer experience to quality assurance.
• Engaging informal and formal knowledge transfer within the business
• Initiating strategic planning to ensure best practice resulting directly in recognition of excellence to ensure that clients are satisfied with the business layout and driving of business goals & KPI’s.
• Fulfilling the needs of operation requirements in respects to what is needed to improve and drive performance.
• Representation for SA Quality in WBR’s per location, SA MBR’s and SA QBR’s and accountability of delivering to Key stakeholders and clients.
• Deliver high – level reports to the business for feedback on data performance.
• Deliver specific dashboard reports on all KPI’s.

Jan 2013 – Jun 2013 · 5 mos · Durban Area, South Africa

Feb 2011 – Jan 2013 · 1 yr 11 mos · Durban Area, South Africa

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Feb 2010 – Jan 2011 · 11 mos · Durban Area, South Africa