SIShaakir Ismail
@shaakirismail
Quality-focused customer service analyst driving coaching and operational improvements.
South AfricaWhat I'm looking for
I am a Quality Compliance Analyst with hands-on experience in customer service, coaching, and operations support, previously working as a Customer Service Advisor and Representative at large BPO employers. I improved team performance by delivering feedback, preparing quality reports, and helping implement action plans that raised service consistency and customer experience.
I stepped into interim leadership at Teleperformance and was promoted at EXL Service for my ability to monitor transactions to targets, run audits, lead calibration exercises, and identify training needs. I prioritize collaborative problem-solving, clear communication, and measurable improvements in quality and efficiency.
Experience
Work history, roles, and key accomplishments
Quality Compliance Analyst
EXL Service
Apr 2023 - Present (2 years 6 months)
Monitor transactions against targets, provide coaching and feedback after audits, prepare quality presentations and reports, analyze results to identify development areas and support implementation of action plans.
Customer Service Representative
EXL Service
Oct 2022 - Mar 2023 (5 months)
Provided customer service and compliance support from Oct 2022 to Mar 2023, then promoted to Quality Compliance Analyst to monitor transactions, deliver coaching, prepare quality reports and drive improvement plans.
Customer Service Advisor
Teleperformance South Africa Trading
Oct 2019 - Jun 2022 (2 years 8 months)
Handled retail customer interactions including billing, delivery, product and website assistance, stepped in as interim second-in-command to assist management and coach teammates to meet targets and improve efficiency.
Education
Degrees, certifications, and relevant coursework
Princeton High School
Grade 12, Secondary Education
Completed secondary education, attaining Grade 12.
Oxbridge Academy
N4, Business Management
Completed N4 level studies including Management Communication, Personnel Management, Entrepreneurship and Business Management, and Computer Practice.
Tech stack
Software and tools used professionally
Availability
Location
South AfricaAuthorized to work in
Job categories
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