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Nomfundo Ntuli

@nomfundontuli1

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I improve quality performance through auditing, root cause analysis, dashboards, coaching, and compliance alignment.

South Africa

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What I'm looking for

I'm looking to continue improving quality performance through auditing, coaching, reporting, root cause analysis, compliance alignment, and stakeholder collaboration, while progressing toward a management role.

At Payl8r, I audit calls, emails, retailer onboarding and finance applications against product processes. I also build quality dashboards, deliver scorecard training, and lead debt management for Collections.

I've supported quality and complaints work at BANXSO, including complaint-call reviews, FSCA investigation reports, calibration, and process alignment with Compliance.

As Lead Quality Analyst at Webhelp, I audited content moderation evaluations, led calibration, coached Quality Analysts, and presented quality performance to clients. I used Power BI, CSAT insights, statistical analysis, and root cause analysis to track trends and improve outcomes.

My quality career began at Capita, where I assessed calls, coached advisors, supported accreditations, and transferred performance insights to Operations. I'm currently completing my LLB degree.

Experience

Work history, roles, and key accomplishments

Current

Senior Quality Control Officer

Current

Payl8r

Oct 2024 - Present (1 year 11 months)

Audit quality calls, emails, retailer onboarding, and finance applications. Facilitate QA scorecard training, create quality dashboards, and lead the Debt Management process.

Quality Auditing QA Scorecards MI Reporting Dashboarding Root Cause Analysis Performance Improvement Plan (PIP)Debt Management Compliance

Quality Control Officer

BANXSO

May 2024 - Aug 2024 (3 months)

Audit quality calls, support the Complaints Department, and ensure product processes align with FSCA guidelines. Conduct investigation reports and weekly calibration.

Quality Auditing Complaints Management Compliance FSCA Calibration Investigation

Lead Quality Analyst

Webhelp

May 2022 - May 2024 (1 year 11 months)

Audit content moderation evaluations, create Root Cause Analysis reports, and lead calibration. Provide coaching, create dashboards, and use Power BI for quality reporting.

Quality Auditing Root Cause Analysis Calibration Coaching Power BI Dashboarding CSAT Statistical Analysis SMART Goals Content Moderation

Quality Analyst

Capita

Sep 2021 - May 2022 (8 months)

Assessed quality calls, provided customer service support through coaching, and completed skill drills for advisors. Supported call accreditations.

Quality Auditing Coaching Customer Service Drills Call Accreditations

Customer Service Advisor

Capita

Apr 2019 - Sep 2021 (2 years 5 months)

Worked as a Customer Resolutions Team Advisor on the Debenhams campaign. Served as Subject Matter Expert and graduated from the Lead Advisor Programme.

Customer Service Customer Resolutions Subject Matter Expert Program Advisor