Tshepiso Morakile

Experience

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  Merchants

  Apr 2006 - Jun 2008

  Quality Assessor, Analyst, Training Assistant

  Quality AssessorActing Quality Manager and Team Supervisor (Standard FICA Project)• Manage call centre agents for both productivity and Quality Assurance• Manage daily Business Operations• Reporting to Senior Operational Manager• Monitoring Interactions between call centre agents and customers• Assisting call centre agents in advising customers with FICA requirements• Weekly training of call centre agents of the FICA script • Monitoring Business Operations• Monitoring Systems Performance• Capturing Productivity hours for agents• Preparing Daily Operational report• Monitoring call centre agents adherence and attendance to scheduleTHIS WAS A STANDARD BANK FICA • Managing Junior Quality Assessors and developing them• Assessing Junior Quality Assessors• Aligning training Manual with Quality Manual• Preparing weekly and Monthly Quality Report for Operational Managers• Improving Business Process and Procedures• Attending Quarterly Quality Forums with the Client (Vodacom)• Monitoring Crew briefing sessions • Providing and recommending training needs to the training department• Updating Quality Manuals• Attending interview sessions for new hire• Training Assistant for OJT Show less

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  Altech Autopage Cellular

  Jun 2008 - Jun 2010

  Quality Assurance Specialist

  Managing call centre Quality operational proceduresObtaining feedback from Departmental Managers and Supervisors on Quality related procedures and policiesAttending Monthly Quality Meetings/Forums with the Quality ExecutiveAssessing the customer interactions between our call centre consultants and customer.Improve customer service within and out of the companyPromote and improve the understanding of Quality ManagementDraw up training needs analysis and trend analysis for the contact centersAligning of all the processes, policies and procedures in the Business Solutions Division Show less

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  Absa

  Jun 2010 - Apr 2012

  Quality Assurance Consultant

  Managing the Quality Management System of the Absa GroupEnsuring Uniformity in Quality Assurance StandardsImproving Customer Experience of internal and external customersFacilitation of process ingineering

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  Freelance

  Mar 2012 - now

  ISO 9001,14001 & 45001 Certification Auditor, Training Facilitator & Assessor
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  Eskom

  Apr 2012 - Oct 2013

   Lead, guide and mentor team of facilitators and project team during the implementation Responsible for the Project Management of the entire ISO 9001 implementation life cycle and ensures that the project is completed on time Managing client expectation and relationship Managing the ISO 9001 implementation for Distribution Eastern Cape Monthly Project Reporting to client and Delivery Manager Internal Audit/Gap Assessments Facilitate ISO 9001:2008 Awareness Training Facilitate ISO 9001:2008 QMS Implementation Show less Coordinate and support efforts towards the achievement and maintenance of the Company’s quality management system to ISO 9001 certification.Plan, lead and conduct internal quality systems audits and report findings and recommendations.Administer the Corrective and Preventive Action Program. Develop, establish and document needed quality assurance processes into procedures and instructions as necessary.Identify, implement, drive and provide support to continuous quality improvements, internal and externalManagement of TrainingInternal Audit/Gap AssessmentsFacilitate ISO 9001:2008 Awareness TrainingFacilitate ISO 9001:2008 QMS ImplementationEnsuring that processes needed for the quality management system are established, implemented and maintained,Reporting On Training Show less

  • Lead Quality Assurance Advisor (ISO 9001)

    Mar 2013 - Oct 2013

  • Quality Assurance Advisor (ISO 9001)

    Apr 2012 - Mar 2013
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  Tladi Consulting & Akula Trading (Freelance for Net-Mor Consulting)

  May 2014 - Aug 2017

  SHEQ AND TRAINING MANAGEMENT

  Facilitate the ISO 9001:2015 Transition Audit for Tladi Consulting Services Facilitate the ISO 9001:2015 Transition Audit for Akula Trading 176. Successfully facilitated the certification for Tladi Consulting Services on ISO 9001:2008 ( April 2015) Reporting on QMS Progress (( Tladi Consulting and Akula Trading) Successfully facilitated the certification for Tladi Consulting Services on ISO 9001:2008 Managed all project related non-conformances ( Tladi Consulting and Akula Trading) Facilitate ISO 9001 related training ( Tladi Consulting and Akula Trading) Show less

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  C&L Skills Management

  Feb 2015 - Apr 2015

  Freelance Trainer-Generic Management NQF L5

  Generic Management Learnership Facilitation

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  Daybreak Farms Official

  Aug 2016 - Nov 2016

  Freelance Learning Facilitator

  Leadership Skills Programme Facilitation

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  Eskom Holdings SOC Ltd

  Aug 2017 - Aug 2018

  Quality Assurance Specialist

  Management of Training requirements and implementation Facilitate ISO 9001:2015 Awareness Training Facilitate the transitioning from ISO 9001:2008 to ISO 9001: 2015 for Group Commercial Coordinate and support efforts towards the achievement and maintenance of the Company’s quality

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  Milzet Training

  Sept 2018 - Feb 2019

  Learning Facilitator-Contact Centre L4

  Facilitator and Assessor Learnership Programme: Contact Centre Level 2Manage the POE submission processReporting on Training

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  Fact Personnel

  Oct 2018 - Feb 2019

  Facilitator/ Assessor-Telecommunication Network Operations

  FACILITATOR AND ASSESSOR (TELECOMMUNICATIONS NETWORK OPERATIONS)

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  Kukhula Global Projects

  Feb 2019 - Nov 2020

  Learning Facilitator

  Facilitate the following Qualificationso Contact centre operations l3o Business practice L1o Generic management NQF l3, l4 & l5o Business administrations NQF L3 Facilitator and Assessor Learnership Programme: ( for variety of clients) Manage the POE submission process Reporting on Training

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  LFP Group

  Nov 2020 - Aug 2021

  Training Facilitator

  Conduct Training:Wholesale & Retail Level 3Generic Management L4

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  Digicall Group

  Aug 2021 - Jan 2023

  Operations Training Specialist
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  ProGov- Vodacom

  Jan 2023 - now

  Training Manager-IT OT Project

  Plan, manage and facilitate Information technology, Operational Technology Systems trainingCollaborate with SQA team for User Acceptance Training implementationCollaborate with System Development teams for input into training contentManaging the Training Environment for Systems trainingVodacom Automation Project Management of Training, Content Development and Stakeholder inputs