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Member Profile

Rodwell Botha (7 Yrs in the industry)
Quality Auditor

Merchants SA (South Africa)
(Verified Admin.)5 Connections

NEW!

About Me, My Hobbies & Interests!

I started my career in Customer Care at one of the biggest telecommunications companies in our country as a call centre consultant in June of 2016. I worked on the multiple desks and in different departments until 2018 when I applied for and successfully secured the position as a Quality Controller. I have been active in multiple projects and initiatives that impacted the business in positive ways below is some of the projects and initiaves I have worked on. New Way of work (Post Paid Department) – taking the client’s requests for transforming the department’s day to day operations to what they have envision. High Care – assessing, coaching, having engagements with and tracking poor performing agents to improve their overall performance. Golden Call – this exercise encouraged agents, team leaders and QA to submit calls for agents that they believe was the best call taken for that week and the call voted for as the best would win the agent a prize. Cultivating the following values and attributes helped to achieve positive results along the way. Being teachable, always learning from those around me and the senior members of our team. Striving to be a reliable member of the team and effective in the work being delivered. Dependability – delivering positively on a task or project. Problem solving oriented. Being detail-oriented and capable of delivering a high level of accuracy. Respect and courtesy - treating others with respect and care has helped a great deal as people around you will always be helping and friendly if they receive such treatment from you. My involvement in these projects and initiaves that strives to improve the customer experience of the business has given me a new appreciation for how important Quality Analysis and assessing is to the Operational Team and how it positively impacts the customer experience.

Company Details

Merchants SA (South Africa)

Merchants is a customer management partner specialising in business process outsourcing (BPO) that delivers customer experience and customer interactions. We believe that people matter, so we focus on using the right technology to create the right experience for people.

We have been creating and managing contact centre operations around the world to blue chip clients since 1981. Our services and solutions are built on tried and trusted models, systems and processes that are based on best practice standards in the contact centre industry.

We are passionate about people.

As providers in service excellence, we set the standards for global customer satisfaction, client delight and employee engagement.