Mbali Mgobhozi

I am a dedicated and passionate professional with a strong background in real-time analysis and quality assurance. Currently, I serve as a Real Time Analyst at Atlanta Group - CCI South Africa, where I monitor agent performance and ensure optimal staffing levels. My role involves facilitating discussions with stakeholders to enhance delivery processes and utilizing data to forecast operational requirements. My commitment to excellence has been recognized through increased responsibilities and praise from management.

Previously, I worked as a Quality Assessor, where I applied standard assessing tools and conducted monthly audits to maintain high-quality service levels. My experience in the hospitality sector as a waitress has honed my customer service skills and ability to work under pressure, ensuring customer satisfaction during peak times. I am detail-oriented and possess strong analytical skills, which I leverage to improve productivity and efficiency across various divisions.