Senior QA & Customer Experience Lead

Johannesburg, South Africa

063-***-**** ************@*****.***

linkedin.com/in/bonolo-victoria-votsha-a59754251

Bonolo Votsha

CAREER OBJECTIVE

Experienced Quality Assurance and Customer Experience Professional with over seven years in the betting and Call-Centre sector. Skilled in evaluating service delivery across multiple platforms, designing in-house procedures, and developing agents through feedback and training. Adept at resolving customer queries efficiently while maintaining compliance with company and regulatory standards. Seeking a Senior QA / Customer Experience Lead role where expertise in service quality, process improvement, and team training can enhance overall operational performance.

CORE COMPETENCIES & SKILLS

Quality Assurance & Process Improvement

Agent Coaching & Training Facilitation

Customer Query Resolution & Escalation Management

Multi-Channel Monitoring (calls, email, WhatsApp, live chat)

Performance Reporting & Data Analysis

Regulatory Compliance (FICA / KYC / Risk Monitoring)

Workflow Optimization & Documentation

Communication & Interpersonal Skills

Problem-Solving & Decision Making

Microsoft Office Suite (Excel, Word, Outlook

Telephone Etiquette & Inbound Call Management

Negotiation & Assertiveness

Sales & Customer Service Training

SYSTEMS & TOOLS

Supabets Monitoring Platforms

CRM & Zendesk & Call Centre Dashboards

FICA Verification Systems Microsoft Office Suite

Email, Skype, and WhatsApp for Business

Microsoft Office Suite (Excel, Word, Outlook

PROFESSIONAL EXPERIENCE

SUPABETS Oct 2024 – Present

Quality Assurance & Training Officer

● Conduct quality monitoring across all customer communication platforms (calls, email, Social Media WhatsApp, live chat) to ensure accuracy, professionalism, and compliance.

● Develop and implement in-house QA processes to streamline workflows and reduce errors in query resolution.

● Audit resolved queries to identify recurring issues, system gaps, and training needs.

● Provide structured feedback and one-on-one coaching to improve agent performance and customer experience.

● Design and deliver refresher training sessions for new and existing agents to maintain service consistency.

● Produce weekly and monthly QA reports, highlighting performance trends, areas for improvement, and actionable recommendations.

● Collaborate with Compliance and IT teams to ensure QA processes align with regulatory updates and system functionality.

● Support internal and external audits by maintaining accurate QA records and documentation.

● Identify opportunities for process improvement, contributing to workflow optimization across departments.

● Mentor junior QA staff and foster a culture of accountability, accuracy, and customer-centric service. improvement across branches.

SUPABETS Nov 2018 – Sep 2024

FICA & Bookmakers Departments

● Performed FICA and KYC verification, ensuring full regulatory compliance and data accuracy.

● Conducted fraud-prevention checks and escalated high-risk cases to Compliance.

● Developed step-by-step internal guides to improve verification, accuracy and efficiency.

● Collaborated with Development and Support Teams to optimize verification workflows.

● Assisted in onboarding and training new QA personnel, promoting knowledge sharing.

● Monitored daily workloads and ensured tasks were allocated effectively.

● Tracked compliance metrics and reported performance for audits and management reviews.

● Resolved complex verification issues, escalating only when necessary to maintain SLA standards.

● Contributed to process improvement initiatives, reducing errors and increasing throughput.

● Maintained strong inter-department communication, ensuring verification outcomes aligned with customer experience goals.

● improvement across branches.

SUPABETS – Johannesburg, South Africa

Monitoring Clerk (Call Centre) Aug 2017 – Oct 2018

● Monitored agent and branch performance to maintain service quality and policy compliance.

● Investigated branch-reported issues and coordinated resolutions with technical teams.

● Maintained performance-tracking spreadsheets and ensured SLA adherence.

● Recommended workflow improvements to enhance efficiency and reporting accuracy.

● Supported training and feedback initiatives to improve agent performance.

● Conducted regular audits of call handling to identify trends and coaching opportunities.

● Liaised with branch managers and supervisors to address operational gaps.

● Ensured accurate documentation of incidents, resolutions, and performance metrics.

● Assisted in processing documentation updates to streamline monitoring tasks.

● Promoted a culture of accountability, customer focus, and continuous improvement across branches. POSTNET Feb 2015 – Jul 2017

Office Administrator & Cashier

● Delivered high-quality customer service, managing payments and administrative tasks.

● Processed documents and parcels, ensuring accuracy and timely delivery.

● Maintained records and resolved customer queries professionally.

● Supported daily operations through organized filing systems and workflow management.

● Assisted in streamlining administrative processes to improve overall efficiency.

● Managed cash handling and reconciliation, ensuring zero discrepancies.

● Coordinated parcel tracking and delivery schedules for timely completion.

● Communicated effectively with customers and internal teams to resolve operational issues.

● Maintained inventory of office supplies and materials, preventing workflow interruptions.

● Implemented improved filing and tracking systems, enhancing document retrieval and accuracy.

● improvement across branches.

EDUCATION & TRAINING

● IQ Academy – Office Administration (2018)

● Cornerstone HR – Call Centre Training (2006)

● Mmajane High School – Matric (2005)

● Code 10 Driver’s License

ACHIEVEMENTS

● Designed QA reporting templates adopted by multiple departments.

● Achieved one of the highest customer-query resolution rates in the QA team

● Recognized for effective training and mentorship of new agents

● Improved compliance turnaround times through simplified FICA process guidelines.

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References available on request

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