Q-Quality Assurance concentrates on the capturing and analysis of sales & service data and feedback in order to provide QUALITY service for our clients. As part of our commitment to partnership we invite all feedback from not only our agents but from our clients. We have an entire team dedicated to quality assurance to make sure that every piece of data you receive is nothing less than perfect. From call recordings, live conversations and emails to call data our team will make sure that you are getting 100% QUALITY work.
We make quality a priority.
Just a few processes our Quality Assurance team applies:
- Daily live monitoring of all agents on all programs with immediate feedback
- Live call processing statistics available to operations, supervisors, trainers, QA and management
- Detailed data inspections throughout the day
- QA project management communication daily as required
- Forecasting for volume analyzed- daily, weekly, monthly & by hour
- Agent goals set for average call time monitored for quality & efficiency for continual improvement
- Refresh trainings
- Updates & new information for call processing daily to agents
- Coaching live by instant messaging to reps
- Test calls daily to all media lines to ensure lines are live
- Mystery callers from training to ensure knowledge and ability to handle difficult situations and resolutions rating calls
- Agent evaluations weekly on performance & metrics
- Weekly QA calls to all clients - feedback, findings, partnership of sharing ideas