Popi N.
Senior Call Center Quality Assurance Specialist
Open to offersNew to PlatformAbout
Popi N. is an experienced Quality Assurance and Customer Service professional based in Johannesburg, South Africa, with over a decade of expertise in call centre operations, quality monitoring, and customer support across the real estate, automotive glass fitment, and insurance industries. Currently serving as a Quality Assurance Agent at ITrusted Home Buyers (Remote, USA), Popi N. reviews customer interactions, conducts quality checks on calls and emails, and provides coaching to agents to enhance service delivery and compliance in remote environments. Previously, as a Quality Assurance Team Leader at Autoboys Glass Fitment Services, Popi N. led QA initiatives, monitored agent performance, and compiled detailed reports to support operational goals. Earlier experience as a Quality Assurance Analyst at AllLife included call monitoring and administrative coordination, emphasizing reporting and data analysis to maintain compliance with company standards.
Experience
Quality Assurance Agent
ITrusted Home Buyers · 2025 — PresentConducts quality checks on calls, emails, and workflow processes, reviewing customer interactions for professionalism and compliance. Delivers coaching and feedback to agents, pinpoints service gaps, and suggests process improvements. Works independently in a remote environment while partnering with team leads to enhance the customer experience.Quality Assurance Team Leader
Autoboys Glass Fitment Services · 2018 — 2025Oversaw quality assurance initiatives throughout customer service operations by monitoring agent performance using call evaluations and QA scorecards. Facilitated coaching sessions, calibration meetings, and compliance oversight, while preparing regular QA performance reports for management and providing mentorship to junior analysts.Quality Assurance Analyst
AllLife · 2015 — 2017Evaluated the quality of inbound and outbound call centre interactions, monitored call and email compliance, and ensured adherence to procedures. Handled administrative support tasks such as managing emails and preparing correspondence.
Skills & Expertise
Education
- MatricBeang Tse Molemo Secondary School · — — 2006
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