ASHEN MAYES

Quality Manager | Operations Manager | Training & Development Lead

Durban, ZA.

About

Highly accomplished Quality Assurance and Operations Manager with over a decade of success in the BPO/contact center industry, specializing in driving operational excellence and enhancing customer experience. Proven expertise in developing and implementing robust quality frameworks, leading high-performing teams, and leveraging data-driven insights for continuous improvement. Adept at optimizing performance, ensuring compliance, and significantly contributing to business growth through strategic quality management and training initiatives.

Work

CCI South Africa

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QUALITY MANAGER

Umhlanga, South Africa, South Africa

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Summary

Led quality assurance and contact centre operations across 10 USA campaigns, overseeing 7 teams and 80 QA professionals to achieve key performance indicators and drive continuous improvement.

Highlights

Managed comprehensive quality assurance and contact centre operations for 10 USA campaigns, leading 7 teams comprising 80 QA professionals to consistently meet and exceed performance targets.

Spearheaded the implementation of advanced QA frameworks and continuous improvement initiatives, resulting in enhanced operational efficiency and compliance across multiple campaigns.

Directed performance analysis and root cause investigations, delivering actionable insights and operational reports that informed strategic decisions and improved overall service delivery.

Achieved consistent attainment of KPI, SLA, productivity, and compliance targets by optimizing team performance and implementing targeted coaching strategies.

CCI South Africa

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QUALITY ASSURANCE TEAM MANAGER

Umhlanga, South Africa, South Africa

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Summary

Directed quality assurance initiatives to elevate quality, compliance, and operational performance, developing testing protocols and implementing process improvements that increased efficiency.

Highlights

Led critical quality assurance initiatives, significantly improving quality, compliance, and overall operational performance across various projects.

Developed and implemented robust testing protocols, analyzing results to drive data-backed process improvements that increased efficiency by an unspecified but notable margin.

Trained and mentored a team of QA members, fostering skill development and collaborating with stakeholders to resolve complex issues and promote continuous improvement culture.

IGNITION GROUP

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QUALITY ASSURANCE TEAM LEADER

Umhlanga, South Africa, South Africa

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Summary

Spearheaded quality assurance initiatives to enhance reliability, compliance, and operational efficiency, conducting performance analysis and implementing corrective actions to reduce defects.

Highlights

Led quality assurance initiatives that significantly improved reliability, compliance, and operational efficiency within the contact center environment.

Conducted in-depth performance analysis and implemented targeted corrective actions, effectively reducing defects and driving continuous improvement.

Mentored team members and collaborated with cross-functional teams, successfully resolving operational issues and upholding stringent quality standards.

IGNITION GROUP

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QA ANALYST

Umhlanga, South Africa, South Africa

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Summary

Evaluated contact centre interactions to ensure compliance with quality standards and procedures, providing feedback and coaching to improve agent performance and customer experience.

Highlights

Evaluated thousands of contact centre interactions to rigorously ensure compliance with established quality standards and procedural guidelines.

Provided targeted feedback and coaching to agents, directly contributing to improved performance and enhanced customer experience metrics.

Analyzed call metrics and trends, identifying key training needs and supporting the development of performance improvement initiatives that boosted agent effectiveness.

Education

Solvista Secondary

Durban, South Africa, South Africa
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High School Diploma General Studies

Certificates

Green Belt: Six Sigma

IASSC

IT TECHNICAL SUPPORT (A+ N+): IT Network Security

Careers IT

Step Up: Call Center Management

Careerbox

Skills

Contact Centre & BPO Operations

Contact Centre Management, BPO Operations, Operational Excellence, Multi-campaign Management.

Quality Assurance & Compliance

Quality Management, QA Frameworks, Compliance Auditing, Quality Standards, Regulatory Adherence.

Performance Management

KPI Management, SLA Achievement, Productivity Optimization, Performance Analysis, Root Cause Analysis.

Leadership & Development

Team Leadership, Coaching & Mentoring, Training & Learning Development, Cross-functional Collaboration, Stakeholder Management.

Process Improvement

Continuous Improvement, QA Framework Implementation, Process Optimization, Testing Protocols, Corrective Actions.

Data Analysis & Reporting

Operational Reporting, Call Metrics Analysis, Trend Analysis, Data-driven Insights, Performance Reporting.

Customer Experience

Customer Satisfaction, Service Quality, Agent Performance Improvement, Feedback Mechanisms.