Lebogang M.

Key Skills

Software

Don't disclose

Top Subject Matter

Customer interaction quality assessment and AI/agent performance coaching

Live chat response writing and quality review (human feedback style)

Legal Services & Contract Review

Top Data Types

Text

Document

Top Task Types

Prompt + Response Writing (SFT)

Freelancer Overview

WNS | Assistant Trainer, Coach & Quality Assessor. Brings 19+ years of professional experience across complex professional workflows, research, and quality-focused execution. Core strengths include Don't disclose. Education includes National Diploma in Tourism Management, University of Johannesburg (2009) and Matric Certificate, Erasmus High School (2003). AI-training focus includes data types such as Text and labeling workflows including Evaluation, Rating, and Prompt + Response Writing (SFT).

Labeling Experience

Texting Factory | Chat Operator

Don't discloseTextPrompt + Response Writing (SFT)

Managed multiple live chat conversations while maintaining quality and professionalism through written responses. Built rapport via written communication and customer engagement, demonstrating time management and self-discipline in a remote environment. Resolved customer concerns effectively while meeting productivity targets and quality standards consistently. • Produced and evaluated response quality across live chat • Maintained written communication standards for customer satisfaction • Met deadlines and productivity/quality targets in real time • Adapted to changing customer needs and communication styles

2024 - Present

WNS | Assistant Trainer, Coach & Quality Assessor

Don't discloseText

Assisted with employee training and onboarding programs while supporting quality evaluation of customer interactions for compliance. Conducted coaching sessions and generated reports to identify training opportunities and continuous improvement needs. Provided feedback to improve performance and meet quality assurance standards through interaction analysis. • Evaluated customer interactions for QA compliance • Conducted coaching sessions for performance improvement • Generated reports and identified training opportunities • Supported continuous improvement initiatives

2011 - 2013

Education

Work History