Kabedi C.
Mid-Level Quality Assurance Manager
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Caroline K. is an adept Quality Assurance Manager with a proven track record in managing diverse QA teams and developing robust quality assurance processes. During her tenure at Sigma Connected, she oversaw a QA team of 13, driving performance improvements across both internal and external campaigns while ensuring compliance with company and client standards. Her implementation of dispute processes and QA Standard Operating Procedures (SOPs) marked a significant milestone for the company. Caroline's role in a Business Intelligence team facilitated the successful rollout of an automated QA process using Nexidia. Her expertise in project management & administration and training program development was further showcased during her previous roles at King Makers and Digi Outbound, where she enhanced quality through innovative training programs and led initiatives as a Sales Agent, QA Coach, and Coach Moderator. A B Tech graduate in Public Relations Management from CPUT, Caroline is fluent in both English and French, underscoring her capability to operate effectively in international contexts.
Experience
Quality Assurance Manager
Sigma Connected · 2022 — 2024Managed a QA team of 13 members and a QA Team Leader across multiple campaigns. Conducted quarterly and monthly business reviews while ensuring legal compliance and proper utilization of grading tools. Provided training and coaching to new QA staff, facilitated refresher sessions, and moderated assessments. Collaborated with executive leadership in client pitching and onboarding. Established dispute processes and QA standard operating procedures. Participated in a small BI team for the rollout and implementation of an automated QA process utilizing Nexidia.Quality Assurance Manager
King Makers · 2021 — 2022Compiled weekly quality reports based on customer interactions across various channels. Liaised with the Lagos Head Office to maintain alignment between sites. Conducted weekly analyses to identify low standards, providing feedback and recommendations, and created a training HUB for outliers. Increased overall quality through a quality-focused BootKamp and coaching sessions for Team Managers and new QA staff. Oversaw the moderation of QA assignments and managed supplier relations with Evaluagent.Interim Training Manager
null · 2022 — 2022Prepared for a new induction team by reviewing and adjusting training presentations. Supervised and trained new training specialists while assisting in the development of SOPs for the training department. Managed the rollout of various training programs and incentives. Previously served as a Sales Agent in the French and English markets, was promoted to QA Coach, and assessed compliance of sales calls. Conducted daily impact sessions and maintained office morale. As the first moderator, established assessment quality standards and frameworks.Sales Agent, QA Coach & Moderator
Digi Outbound · 2016 — 2020Worked as a sales agent while also serving in a QA coach and moderator capacity. Assessed the quality of submitted evaluations by coaches across various markets and languages, establishing the standards and frameworks for quality assessments.
Skills & Expertise
Education
- B Tech: Public Relations ManagementCPUT (Cape Peninsula University of Technology) · — — 2014
- MatricAISCT (American International School of Cape Town) · — — 2009
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