Caleb Coetzee Email & Phone Number

Experienced Quality Analyst within the BPO sector.I always have great attention to detail, analytical skills, and problem-solving aptitude. My skills, knowledge and work experience include delivering excellent customer service and setting standards when it comes to good performance, enabling teamwork and togetherness thriving to achieve results.Key Responsibilities/Duties as a Quality AnalystI am currently responsible for multiple departments within the UK (while I am based in SA).- Trend Analysis (Daily, weekly and monthly)- Weekly + Daily Coaching feedback - Completing daily audits to ensure we are meeting client requirements- Share improvement feedback for bottom performing advisors (Ensuring effective coaching is delivered)- Weekly and monthly reporting on advisor performance and team manager alignment to all relevant stakeholders- Risk monitoring to ensure all clients customers are serviced- Facilitating calibration sessions- Client complaint management (Escalated complaints investigation)- Responsible for MY QI projects (Reduce business cost and continues improvement plans)- Stakeholder engagement (Client & Operations)- Feedback sessions with team managers to ensure alignment and discuss their teams performance from a CSAT and Quality perspectiveBelow are my key qualities: - Reliable- Self Managed - Motivated - Target Driven- Strategic & Critical Thinker - People Orientated- Responsible & Dependable- Active Listener- Approachable