HI
Firstly id like to say this is a very informative forum, which has helped me a little in my quest to improve my skills as a QA.
MY question is what is the Role fo a QA in a call centre, besides monitoring and assesing calls? Does anyone have a template or exaple of a contract which depicts monthly outputs and more or less the role of a QA?
Thanks in advance
I.
Ishaam
First of all Renji Abarai is awesome.
Secondly in my current role of QA I am responsible for assessing 80 calls a month on our agents as well as performing mystery shopping on the agents to check their sales technique. Then there is the calibration side of things I perform around 12 a month checking each evalutors performance.
Then there are several accuracy reports which I perform for our admin teams which I then report back on. One of the hardest parts to organize is time like this trying to gain as much exposure as possible to other call centres looking at best practise, new training techniques, legislation the works. However this time is vitally important as it has already helped me to introduce a couple of new initatives into our call centre.
Thats about it really, hope this helps.
The QA process may inform the remuneration, rewards and recognition of performers too and should feed into the improvement opportunities, training and coaching interventions too.
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