Mr Ntsako Mathembha Ngoveni

Experience

• 

  Rachie IT Solutions

  Feb 2008 - Jun 2009

  Call Center Agent

  • Assign telesales calls for quality control purposes• Ensure QA Consultants assess all calls without prejudice and at 100% compliance to the approved assessment guidelines.• Ensure evaluations vs. sales per agent is complied• Ensure correct benchmarking of compliant telesales agents and that the correct procedures are followed• Assisting in the coaching and training of non-compliant telesales agents• Staying abreast of industry developments• Continuous growth and knowledge acquisition on new products and changes to the law• Assign telesales calls for quality control purposes to QA Consultants on a rotational basis, ensuring that they reach their target of 15 calls per day• Ensure that QA Agents maintain a minimum rating of 100% compliance on assessments and that the script and evaluation sheet is followed when making the assessments• Ensure the allocation of a 40% evaluation vs. sales per agent per week • Ensure that telesales agents are maintaining a 90% benchmark scoring on a daily basis• Ensure that non-compliant agents are coached and trained in a confidential and professional manner• Staying abreast of industry developments• Continuous growth and knowledge acquisition on new products and changes to the law Show less

• 

  The Shoprite Group of Companies

  Jan 2009 - Jan 2009

  Cashier
• 

  Direct Channel Holdings

  Jun 2010 - Feb 2011

  Financial Advisor

  * Call customers & sell specified products* Show & encourage customers to add value with the products offered* Encourage & motivate to add value of life based on marketed products* Disclose & explain the Features & Benefits to make customer understand the products in details* Arrange policies for the customer’s i.e. Capture & submit customer’s information* Clients servicing where necessary

• 

  Direct Channel Holdings (PTY) LTD

  Mar 2011 - Aug 2013

  Quality Assurer

  • Ensure compliance of Agents to company’s Code of conduct, Objectives, Policies & procedures• Ensure compliance of Agents to industry regulations’• Monitor Agents’ call to ensure they meet required Call Centre requirement• Compile & complete QA Assessments & Feedback sheet on call quality• Identify, compile & complete training needs reports• Report on deviancies from standard operating procedures to QA manager• Ensures that all documentation for QA Assessments are completed promptly & accurately• Coach & Motivate Agents to achieve higher sales & Quality• Coach Agents on non-compliance & motivate disciplinary action if needed• Carry out ad-hoc exercises & audits Show less

• 

  Centum Investment Company Plc.

  Mar 2014 - Oct 2021

  Ivestment Manager
• 

  Sizanane Consulting

  Sept 2014 - Sept 2015

  • Assign telesales calls for quality control purposes• Ensure QA Consultants assess all calls without prejudice and at 100% compliance to the approved assessment guidelines.• Ensure evaluations vs. sales per agent is complied• Ensure correct benchmarking of compliant telesales agents and that the correct procedures are followed• Assisting in the coaching and training of non-compliant telesales agents• Staying abreast of industry developments• Continuous growth and knowledge acquisition on new products and changes to the law• Assign telesales calls for quality control purposes to QA Consultants on a rotational basis, ensuring that they reach their target of 15 calls per day• Ensure that QA Agents maintain a minimum rating of 100% compliance on assessments and that the script and evaluation sheet is followed when making the assessments• Ensure the allocation of a 40% evaluation vs. sales per agent per week • Ensure that telesales agents are maintaining a 90% benchmark scoring on a daily basis• Ensure that non-compliant agents are coached and trained in a confidential and professional manner• Staying abreast of industry developments• Continuous growth and knowledge acquisition on new products and changes to the law Show less • Assign telesales calls for quality control purposes• Ensure QA Consultants assess all calls without prejudice and at 100% compliance to the approved assessment guidelines.• Ensure evaluations vs. sales per agent is complied• Ensure correct benchmarking of compliant telesales agents and that the correct procedures are followed• Assisting in the coaching and training of non-compliant telesales agents• Staying abreast of industry developments• Continuous growth and knowledge acquisition on new products and changes to the law• Assign telesales calls for quality control purposes to QA Consultants on a rotational basis, ensuring that they reach their target of 15 calls per day• Ensure that QA Agents maintain a minimum rating of 100% compliance on assessments and that the script and evaluation sheet is followed when making the assessments• Ensure the allocation of a 40% evaluation vs. sales per agent per week • Ensure that telesales agents are maintaining a 90% benchmark scoring on a daily basis• Ensure that non-compliant agents are coached and trained in a confidential and professional manner• Staying abreast of industry developments• Continuous growth and knowledge acquisition on new products and changes to the law Show less

  • Quality Assurance

    Sept 2014 - Sept 2015

  • Quality Assurer

    Sept 2014 - Aug 2015
• 

  Metropolitan

  Sept 2015 - now

  • Assign telesales calls for quality control purposes• Ensure QA Consultants assess all calls without prejudice and at 100% compliance to the approved assessment guidelines.• Ensure evaluations vs. sales per agent is complied• Ensure correct benchmarking of compliant telesales agents and that the correct procedures are followed• Assisting in the coaching and training of non-compliant telesales agents• Staying abreast of industry developments• Continuous growth and knowledge acquisition on new products and changes to the law• Assign telesales calls for quality control purposes to QA Consultants on a rotational basis, ensuring that they reach their target of 15 calls per day• Ensure that QA Agents maintain a minimum rating of 100% compliance on assessments and that the script and evaluation sheet is followed when making the assessments• Ensure the allocation of a 40% evaluation vs. sales per agent per week • Ensure that telesales agents are maintaining a 90% benchmark scoring on a daily basis• Ensure that non-compliant agents are coached and trained in a confidential and professional manner• Staying abreast of industry developments• Continuous growth and knowledge acquisition on new products and changes to the law Show less • Assign telesales calls for quality control purposes• Ensure QA Consultants assess all calls without prejudice and at 100% compliance to the approved assessment guidelines.• Ensure evaluations vs. sales per agent is complied• Ensure correct benchmarking of compliant telesales agents and that the correct procedures are followed• Assisting in the coaching and training of non-compliant telesales agents• Staying abreast of industry developments• Continuous growth and knowledge acquisition on new products and changes to the law• Assign telesales calls for quality control purposes to QA Consultants on a rotational basis, ensuring that they reach their target of 15 calls per day• Ensure that QA Agents maintain a minimum rating of 100% compliance on assessments and that the script and evaluation sheet is followed when making the assessments• Ensure the allocation of a 40% evaluation vs. sales per agent per week • Ensure that telesales agents are maintaining a 90% benchmark scoring on a daily basis• Ensure that non-compliant agents are coached and trained in a confidential and professional manner• Staying abreast of industry developments• Continuous growth and knowledge acquisition on new products and changes to the law Show less

  • Quality Assessor

    Sept 2015 - now

  • Quality Assessor

    Sept 2015 - now
• 

  Mathembha Centre

  Jun 2020 - now

  Assessor