Popi Nombula
@popinombula
Quality Assurance and customer service professional improving call quality, compliance, and agent performance for better customer outcomes.
South AfricaWhat I'm looking for
I’m an experienced Quality Assurance and Customer Service professional with over 10 years in call centre operations, quality monitoring, customer support, and administrative coordination. I evaluate customer interactions for accuracy, professionalism, and compliance, using QA scorecards and performance evaluation to spot service gaps and drive measurable improvements.
In my current role as a Quality Assurance Agent for ITrusted Home Buyers (Remote, USA), I conduct quality checks on calls, emails, and internal workflow processes, then coach agents to strengthen service delivery while maintaining productivity in remote environments. Previously, as a Quality Assurance Team Leader at Autoboys Glass Fitment Services (2018–2025), I led QA initiatives, managed compliance, compiled weekly and monthly QA reports, and mentored junior analysts through calibration meetings and ongoing coaching.
Experience
Work history, roles, and key accomplishments
Quality Assurance Agent
ITrusted Home Buyers
Jan 2025 - Present (1 year 3 months)
Review and evaluate customer interactions for accuracy, professionalism, and compliance across calls, emails, and internal workflows. Provide agent feedback and coaching, identify service gaps, and collaborate with team leads to improve customer experience while working independently in a remote environment.
Quality Assurance Team Lead
Autoboys Glass Fitment Services
Jan 2018 - Jan 2025 (7 years)
Led quality assurance initiatives for customer service operations by monitoring agent performance through call evaluations and QA scorecards. Conducted coaching and calibration sessions, produced weekly/monthly QA reports, ensured compliance with company procedures, and mentored junior analysts to improve productivity.
Quality Assurance Analyst
AllLife
Jan 2015 - Jan 2017 (2 years)
Assessed quality of inbound and outbound call centre interactions by monitoring calls, emails, and data accuracy for compliance. Reviewed client interactions against policies and procedures and provided administrative support including managing emails and preparing correspondence.
Education
Degrees, certifications, and relevant coursework
Beang Tse Molemo Secondary School
Matric, Secondary Education
Completed Matric (secondary school qualification) at Beang Tse Molemo Secondary School, class of 2006.
Tech stack
Software and tools used professionally
Availability
Location
South AfricaAuthorized to work in
Social media
Job categories
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