Mlibazisi Sibanda

Experience

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  O'Keeffe & Swartz

  Aug 2007 - Mar 2013

  - Setting up of campaigns to be dialed by the sales consultants.- Calculations of cost estimate per campaign and remuneration structure for sales consultants per sale.- Briefing of sales consultants on new campaigns.- Resolving any campaign specific setup issues and/or questions.- Conducting de-brief sessions to understand challenges on new campaigns and take learning as well.- Management of campaign leads and optimization of live campaigns. - Conducting call evaluations for the sales teams across different campaigns.- Conducting random root cause audits to ascertain the causes for poor campaign performance.- Resolving of customer queries within the agreed Service Level Agreements period.- Conducting disciplinary inquiries on fraud and unethical selling methods.- Coordinated feedback to the teams on QA related matters.- Coordinate de-brief sessions with campaign Management and Sales teams. Tele-marketing of short & long term insurance products to bank affiliated customers (FNB;NEDBANK;STANDARD BANK & ABSA BANK)Cross-selling and upgrading of the same customers across campaigns

  • Campaign Management Consultant

    Jun 2011 - Mar 2013

  • Quality Assurance Consultant

    Jun 2008 - May 2011

  • Sales Consultant

    Aug 2007 - May 2008
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  Hollard Insurance

  Apr 2013 - May 2018

  - On boarding of new call center consultants on the Hollard QA framework prior to going live.- Conducting role-plays with new call center consultants and deem them competent prior to going live on Hollard campaign.- Conducting calibration sessions with Hollard partner call centers. - Conducting Group and individual coaching sessions with Hollard partner call centers.- Attending to all quality related concerns from Hollard partner call centers.- Ensuring that the QA scores for all Call Centers improved quarterly by at least 5%. Show less

  • Business Assurance Specialist

    Jul 2017 - May 2018

  • Quality Assurance Coach

    Aug 2015 - Jun 2017

  • Quality Assurance Specialist

    Apr 2013 - Jul 2015
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  SB GROUP (Pty) LTD

  Jun 2018 - Mar 2020

  Quality Assurance Manager

  - Designing and implementing of Hollard transaction specific audit tools.- On boarding of new branch and field consultants before they are deemed competent for service.- Coordinating the auditing across all Hollard transactions (New business, Policy Admin, Claims).- Weekly and monthly QA reporting to share with the business highlighting areas of improvement.- Implement actions to mitigate the risk management process within the branches.- Ensuring that claims are paid within the agreed 48hr TUT and escalating delayed claims.- Implementation of the post sale customer contact points to enable cross and upselling.- Attend to customer complaints and ensure that they are resolved timeously. Show less

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  IContact BPO

  Mar 2020 - now

  Quality Assurance Manager

  - Designing the iContact Quality Assurance framework inclusive of the quality assurance processes.- Development of the campaign specific audit-tools for the American Based Clientele.- Managing a team of QA specialists that assesses the sales and medical case retrievals as per the business partner and compliance standards.QA report compilation on weekly bases for all business campaigns. - Scheduling feedback sessions with higher management and Campaign Managers.- Managing the root-cause analysis on all dialed campaigns.- Liaising with recruitment and training on issues to identify and rectify at recruitment and training phases.- Developing action items for campaigns to improve on performance whilst operating within the campaign compliance boundaries.- Setting up and chairing calibration sessions between Quality Assurance and Operations staff. Show less