Kanyembo Katapa
Lusaka
Summary
An ambitious, dynamic and self-motivated individual constantly seeking challenging responsibilities and opportunities. Self-motivated individual constantly seeking challenging responsibilities and opportunities. An ambitious Quality Analyst with track record of dependability and leadership.
Overview
11
11
years of professional experience
Work History
Quality Lead
ISON Xperiences
08.2023 - Current
- Oversee a team of 5 members
- Compile and prepare monthly reports shared to client
- Work closely with Training and Operation to ensure customer satisfaction and close any gaps available
- Enforce the zero tolerance policy to ensure sanity in the call center
- Assist the Human Resource in conducting interviews during the hiring process
- Be on the panel during disciplinary hearing sessions to help in assessing agents who go against the Zero Tolerance Policy.
- Complete monthly client reporting at Site level and group with all required figures & business insights.
- Sustain any major Non conformity for quality function firstly & expanding scope towards other functions at site level.
Quality Analyst
ISON BPO
05.2017 - 07.2023
- Evaluates a pre-determined number of calls per Customer Care Executives in line with Quality process and procedures
- Monitor and identify recurring queries/issues and suggests appropriate solution
- Provides ongoing constructive feedback and coaching to Customer Care Executives to help develop them in order to improve their performance
- Schedules and participates in call calibration sessions with the client and operations team
- Conducts live monitoring of Customer Care Executives calls to ensure client standards are being maintained
- Works closely with the Team Leaders and Trainer(s) in managing and improving Customer Care Executives performance Supports coaching efforts by Trainer and Team Leaders
- Analyses the performance trends for new hire on the quality and advises on areas of improvement/re-training
- Prepare Quality reports on trends and observations to ensure client and customer satisfaction, in line with pre-determined reporting frequency
- Interprets quality data to initiate, implement and tracks quality initiatives for continuous improvement
- Supervises the implementation process of call drivers to ensure client and customer satisfaction Proactively evaluates internal controls for auditing purposes
Call Centre Representative
ISON BPO
12.2015 - 04.2017
- Responsible for ensuring delivery of exceptional customer service to customers
- The primary focus is to assist, retain, acquire and recover customers
- Build rapport with customers by handling each and every customer call in a courteous and professional manner
- Ensure consistency of the products and services information during each call
- Obtain, impart, clarify and verify information to and/or from customers to ensure delivery of exceptional customer service
- Demonstrate appropriate levels of empathy in situations that require these skills; and provide customers with caring individualized attention
- Accurately tag each call as per defined tagging list
- Ensure that the quality of each call is in compliance with predefined quality parameters
- Contribute towards improving customer experience by identifying potential areas for process/productivity improvements
- Resolving problems; researching and exploring answers and alternatives solutions.
Temporal Monitoring and Evaluation Assistant
Society for Family Health (SFH)
08.2013 - 09.2014
- Collect client intake forms from various departments
- Analyze client intake forms
- Data cleaning
- Data entry
- That is, a client database constituting of well entered client records
- Data filing
- That is, client intake forms arranged in ascending order and filed by site
- Compile and send monthly reports.
Education
Degree in Business Administration -
08.2024
Diploma in Management Studies -
National Institute of Public Administration
01.2013
Certificate in Management Studies -
National Institute of Public Administration
01.2011
Junior and Secondary School certificates -
Dominican Convent Secondary School
01.2007
Primary School certificate -
St Andrews Primary School
01.2002
Skills
- Attention to detail
- Prioritization and time management
- Data entry
- Self-motivated
- Reliable and punctual
- Compassionate client care
Languages
English
Nyanja
Bemba
References
- Mr. Chimya Musonda, Deputy Registrar, National Institute of Public Administration, 0955926767, musonda.chimya@yahoo.com
- Kasupa Chilemu, Human Resource Executive, Ison Xperiences Zambia, +260 764 053 955/+260 979 152 760, kasupa.chilemu@isonxperiences.com
- Goodwell Kabamba, Administration, Ison Xperiences Zambia, 0974204808, Goodwell.kabamba@isonxperiences.com
Hobbies and Interests
- Music
- Television
Timeline
Quality Lead
ISON Xperiences
08.2023 - Current
Quality Analyst
ISON BPO
05.2017 - 07.2023
Call Centre Representative
ISON BPO
12.2015 - 04.2017
Temporal Monitoring and Evaluation Assistant
Society for Family Health (SFH)
08.2013 - 09.2014
Degree in Business Administration -
Diploma in Management Studies -
National Institute of Public Administration
Certificate in Management Studies -
National Institute of Public Administration
Junior and Secondary School certificates -
Dominican Convent Secondary School
Primary School certificate -
St Andrews Primary School