nelisa sizani

I am a results-driven Quality Assurance analyst with over 10 years' experience in contact centres and the insurance sector, specializing in quality assessment, compliance monitoring and escalation management.

I have led daily QA assessments, handled escalated cases and delivered coaching that improved agent compliance, CSAT scores and key performance metrics for airline and insurance clients.

I design and deliver training and coaching programs, conduct root-cause analyses on recurring escalations, and create performance dashboards to track QA trends and facilitate continuous process improvement.

I am committed to regulatory adherence (TCF), service recovery and customer journey optimization, and I collaborate with stakeholders through calibrations and feedback sessions to close systemic gaps.