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Sep 08, 2009
What is the role and what are the job responsibilities of a call center Quality Analyst?
In a call center, quality analyst should listen to calls in three ways: recorded, live and side by side while communicating feedback to encourage good ones and discourage the bad ones. Quality analyst works in a continuous process of evaluating calls and providing feedbacks enhancing he quality of the calls.
Monitoring isn't all about spotting problems and dealing with them. Its also about identifying and implying important positive messages. Call quality monitoring is very vital for any contact center. Its main purpose is to identify the calls failing to meet predefined standards and get the root cause of why. QA can make informed decisions to make the process better, faster and quicker, implement or refine agent training and coaching initiatives to bridge skills gaps, correct broken internal process, improve workforce, scheduling or perhaps alert other areas of organization that are having an impact.
Essentially (internal) QA is there to measure compliance against established expectations of agent behavior. Before asking "what are the roles & responsibilities of QA agents" I would recommend taking a step back to consider "what is the priority of my organization?"
If the organization is focused on compliance, then internal QA would be effective at evaluating the call behaviors against a scoring form. The contents of the form - compliance, cross-selling, adherence to policy, etc - depends on what the business decides to establish as its priority and will vary depending on whether it's a sales or a service call center.
If customer experience is critical to the organization, you may find value in tool that surveys your customers directly on their experience (i.e. email surveys; phone surveys; etc).
In my organization, we're very focused on the customer experience but compliance is also important because we're in a regulated industry. I find that an ideal mix is a blend of the internal and external quality tools to provide balanced feedback from both perspectives and communicate the difference between the external feedback (customer experience) with the internal feedback (compliance).
Director, Customer Care
VPI Pet Insurance, a Nationwide Insurance company
The role of the QA Analyst/Assessor is to assess agent performance/behaviour in a call center, and to coach and counsel agents to modify their performance/behaviour to facilitate a high level of customer service. The aim of the QA department is to ensure that Quality Assurance is applied in an independent, objective and neutral manner, and secondly to contribute significantly to:
* the reduction of business risk
* improving the quality of call center agents calls (voice and email)
* continuous improvement in business processes
* the reduction of agent attrition
* the improvement of overall contact center performance
* highlighting areas of risk in your business
I have several generic documents that can be shared with you if needed -- you may contact me for further information at firstname.lastname@example.org.
It really depends on what level this person will be doing the quality managment.
Is this person responsible for looking at the quality at a higher level, addressing the overall problem and reporting up to managment? Team Leaders can assist in keeping quality issues in line at an agent level and can mitigate larger problems. You need an understanding of quality at different levels to understand the problems a call center faces.
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