Meet the Nakama Tech team giving a CX.
The strength of Nakama Tech comes from the people who stay close to your business, take ownership of outcomes, and make sure governance doesn’t slip.
From day one they’re accessible, proactive, and fully invested in your success.
Leadership Approach
at a Glance
Governance Built for Zero Drift
Our leadership team stays actively engaged through weekly, monthly, and quarterly reviews — the governance rhythm enterprises expect but rarely receive.
This prevents the delivery drift and communication breakdowns that drive 46% of enterprises to replace their provider.
Transparency You Can Act On
Daily, weekly, monthly, quarterly and yearly reporting blends with real-time insights and CRM-integrated dashboards.
You get the same visibility we have — no black box, no chasing updates — the exact transparency Everest cites as a top 2026 buyer demand.
Quality Engineered, Not Assumed
Speech analytics, voice-quality analysis, structured QA audits, and WFM oversight ensure predictable, stable delivery.
It’s the operational consistency enterprises say they struggle to get from legacy BPOs — and the foundation of better CX outcomes.
Leadership With Strategic Foresight
Beyond operations, our senior leaders bring proactive insight, risk identification, and forward planning to every partnership.
This is the “strategic guidance and co-created roadmaps” the Everest Group highlights as a top enterprise expectation — and one of Nakama’s core strengths.
Leadership
Delivery &
Operational Leadership
We build a supportive environment, equitable policies, and structured development paths — resulting in reduced attrition and stable, experienced teams.
Conducts structured QA audits, process-adherence checks, call listening, omnichannel audits, and coaching to improve tone, accuracy, and CX quality.
Conducts structured QA audits, process-adherence checks, call listening, omnichannel audits, and coaching to improve tone, accuracy, and CX quality.
Handles WFM scheduling, forecasting, real-time monitoring, and optimisation to ensure the right coverage and stable delivery.
Produces detailed daily, weekly, monthly, quarterly, and yearly reports, plus client business reviews, combining operational data with strategic insights.
Drives the continuous upskilling of agents through customer behaviour modules, legendary soft skills, digital etiquette, personal effectiveness, and CX training frameworks.
Operations & Account Management
Transparency That Feels In-House
You receive detailed reporting on performance, CX quality, customer satisfaction, and operational efficiency — complemented by dashboards and real-time insights integrated with your CRM.
This level of visibility gives you the confidence to run operations as if our teams were inside your organisation.
A Culture That Makes Better CX Possible
A safe, engaging work environment
Non-discriminatory employment practices
Aspirational opportunities for motivated Africans
Continuous skills development and training frameworks
Leadership That Owns the Outcome
Nakama Tech is led by people who stay close to delivery, stay accountable to results, and stay visible to clients.
Our leadership model is built around active governance, clear decision-making, and shared responsibility — so performance doesn’t drift.
