Snenhlanhla - QA Team Leader at IgnitionCX

Durban, KwaZulu-Natal, South Africaen

Led quality assurance initiatives, resulting in improved service standards and customer satisfaction.

Progressed through multiple roles, demonstrating versatility and commitment to quality improvement.

Published on CazVid

Summary

Dedicated quality assurance professional with progressive leadership experience at IgnitionCX. Skilled in process enhancement, team management, and client communication, committed to driving service excellence.

Key Achievements

Implemented process improvements that increased team efficiency and compliance adherence.

Skills

Active Listening & Effective CommunicationExpert

Skilled in understanding client needs and conveying information clearly to enhance service quality.

Quality Assurance & Process ImprovementAdvanced

Proficient in analyzing processes and implementing improvements to boost efficiency and compliance.

Team Leadership & Escalation ManagementAdvanced

Experienced in leading teams, managing escalations, and maintaining high performance standards.

Technical Skills (MS Office Suite)Intermediate

Competent in using Microsoft Word, Excel, and Outlook for reporting and documentation.

Languages

isiZulu

Experience

Customer Service Consultant

CCI

2019 - 2019

QA Team Leader

IgnitionCX

2020 - Present

Progressive roles across quality assurance and team leadership: Customer Service Consultant → QA Agent → Escalations QA Agent → Compliance Officer → QA Team Leader (Current)