Rowan Roith
@rowanroith
I am an experienced team leader specializing in quality assurance, coaching, and operational performance.
South AfricaWhat I'm looking for
I am a dynamic, results-oriented team leader with proven success in quality assurance and operations management, driving teams to meet and exceed KPIs and SLAs. I focus on coaching, mentoring, and professional development to elevate performance and deliver measurable improvements in customer experience.
I have led quality and sales teams, implemented process improvements, supported client reporting and compliance, and delivered actionable insights through call monitoring, calibrations and targeted coaching. I bring strong reporting, data analysis, resource management, and stakeholder collaboration to drive sustainable operational excellence.
Experience
Work history, roles, and key accomplishments
Sales Team Leader
Nutun
Oct 2024 - Jun 2025 (8 months)
Managed team performance to achieve and exceed sales KPIs, improving agent skills through coaching and mentoring and ensuring SLA-compliant resourcing. Prepared regular reports, supported client visits, and led process improvements to enhance operational efficiency.
Quality Team Leader
Nutun
Jul 2022 - Sep 2024 (2 years 2 months)
Led a team of quality assessors to consistently meet KPI and SLA targets through call monitoring, calibrations, and coaching. Analyzed quality metrics and implemented corrective actions and process improvements to enhance customer experience and compliance.
Quality Assessor
Call Insight
Sep 2020 - Jun 2022 (1 year 9 months)
Conducted call monitoring and quality evaluations to ensure compliance with company policies and regulatory standards, delivering insights and calibrations to align stakeholders. Provided coaching and metric-driven recommendations that improved service delivery and team performance.
Sales Agent
CCI
Jan 2020 - Sep 2020 (8 months)
Sold life, funeral, hospital, and vehicle finance products, consistently exceeding monthly sales targets by conducting needs assessments and delivering tailored solutions. Ensured FAIS/FICA compliance while managing policy applications, claims, and long-term client relationships.
Education
Degrees, certifications, and relevant coursework
Trenance Manor Secondary
National Senior Certificate, Secondary Education
2015 - 2019
Completed Matric (National Senior Certificate) at Trenance Manor Secondary in Durban from Jan 2015 to Dec 2019.
Tech stack
Software and tools used professionally
Availability
Location
South AfricaAuthorized to work in
Job categories
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