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Lotus Gardens
Thabang Letshabo

Thabang Letshabo

Quality Assurance Manager
Lotus Gardens, City of Tshwane Metropolitan Municipality

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About Thabang Letshabo:

I have experience in call center on both claims and servicing environment. Worked in Qa as a consultant were later promoted to QA Manager. My role was to Manage the Implementation and monitor the QA process
Internal various
environments.
Determining, negotiating, and agreeing on in-house
quality procedures,
standards and specifications Monitor and escalate the
performance of
standard with regards to QA.
Assist in reviewing and overseeing the gathering of
information on
complaints and provide feedback to necessary parties.
Manage the compiling of all call Centre environment
scripts and
conducting on-boarding process.

Experience

Credit Life Claim Consultant
Loading new death, retrenchment, disability claims to the
system, assessing and making decisions for payment or
decline.
Working Call Centre environment (inbound and
Outbound)
Investigating all fraudulent claims.
Liaise with Legal & Compliance Officer with Ombudsman
claims.
Interacting with FNB life product house for policy term
and conditions.
Coaching team members on voice interactions with
clients
Determining and allocating of work types
Working on turn-around times and quality standard is
measured.

Education

Matric 

Bachelor of Business and Administration 

NQF Level 5 

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