Siyanda Babalwa Kwaza

I have strong interpersonal skills with an affinity for customer service. I studied Versatile Broadcasting at the Tshwane University of Technology. I have experience working as a Quality assessor, Customer engagement agent and Data Capturer.

I have 2 years experience in the Call centre industry, starting off as an agent for Hilton doing reservations and customer service. For the past 12 months I have worked as a Quality Assessor for Outworx, at first I assessed for a travel insurance campaign and now I assess for a leisure insurance campaign both for the UK.

I have been doing calibration calls with the client and the operations department every week. We meet with agents to discuss common trends and relate common issues such as soft skills and doing DPA correctly. I love doing investigations such as deep checks and monitoring the progress of each agent for the efficiency of the campaign and coming up with new ways of helping agents excel in customer service and sales.

I studied Versatile Broadcasting at the Tshwane University of Technology.