Quality Reporting Structure

Hi
We are currently looking at restructuring and I want to find out where best Quality would fit in the organisational structure.

I have used two models in the past the first being as a team within operations spanning both demand and non demand activity with regular route cause data being provided back to training and actions plans being developed off the back of them.

Secondly within Training and development but based on the call centre floor thus creating a joined up approach to talent management and continuous improvement within the training cycle for an agent.
This also ensures that the QA team stay in tune with the operation

Both ways have worked well for me in the past.

Good luck with your changes