Thembani Mkhwanazi
@thembanimkhwanazi
I lead quality teams, improve contact-centre performance, and deliver actionable compliance insights.
South AfricaWhat I'm looking for
I lead a 21-person Quality & Insights team at Nutun supporting an Australian Gas Light and Utility Warehouse BPO contact-centre environment. I oversee quality processes aligned to client SLAs, KPIs, compliance requirements, and audit standards.
I analyse quality trends and agent performance data to identify risks, root causes, and improvement opportunities. I compile and present QA and performance reports to Operations, senior management, and clients.
Before becoming a team leader, I worked as a Quality Analyst at Nutun, monitoring customer interactions, delivering consistent evaluations, and contributing to calibration sessions and quality audits. I also bring frontline customer service and technical support experience from Nutun and CCI.
My background includes administration, finance support, record management, and stakeholder query management for the Department of Rural Development and Land Reform. I was recognised as Top QA TL in the 2024 Nutun Q4 Awards.
Experience
Work history, roles, and key accomplishments
Quality Team Leader
Nutun
Dec 2023 - Present (2 years 9 months)
Lead and manage a Quality & Insights team of 21 within a BPO contact centre environment. Oversee end-to-end quality processes, ensuring alignment with client SLAs, KPIs, and compliance requirements.
Quality Analyst
Nutun
May 2023 - Dec 2023 (7 months)
Monitored inbound customer interactions in line with client quality standards and compliance guidelines. Delivered accurate, fair, and consistent quality evaluations across multiple campaigns.
Inbound Call Centre Agent
Nutun
Oct 2022 - May 2023 (7 months)
Provided inbound customer support within a high-volume BPO retail environment. Handled customer queries, orders, complaints, and escalations professionally.
Call Centre Agent
CCI
Dec 2021 - Sep 2022 (9 months)
Managed customer accounts including activations, updates, suspensions, and cancellations. Processed payments and handled billing enquiries accurately.
In-Service Trainee
Department of Rural Development and Land Reform
Jul 2019 - Jan 2021 (1 year 6 months)
Supported finance and administration functions including invoice processing and record management. Managed internal and external stakeholder queries.
Education
Degrees, certifications, and relevant coursework
Umgungundlovu TVET College
Diploma, Public Management
2018 - 2019
Pursued a Diploma in Public Management from February 2018 to June 2019.
Nomaswazi High School
Matric, General
2017 - 2017
Completed Matric at Nomaswazi High School in 2017.
IQ Academy
Occupational Health and Safety Management, Occupational Health and Safety
Completed an Occupational Health and Safety Management course on 26 October 2025.
Tech stack
Software and tools used professionally
Availability
Location
South AfricaAuthorized to work in
Salary expectations
Job categories
Skills
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