FEX Callers: Quality Assurance
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Introduction to QA in a Call Center
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QA Tools and Systems
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Call Evaluation Standards
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Monitoring TechniquesChoosing calls for review: random sampling, targeted monitoring, high-risk interactionsLive vs. recorded call evaluationsCompliance MonitoringWhisper, barge, and side-by-side coaching methodsMonitoring multi-channel support: chat, email, SMSShadowing new agents and QA training simulationsHow to log and organize QA findings efficiently
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Feedback and CoachingConducting Feedback Sessions with the TeamDelivering feedback: one-on-one vs. writtenCoaching templates and documentationSMART (Specific, Measurable, Achievable, Relevant, and Time-Bound) goals for agent improvementTone and phrasing when discussing performance issuesReinforcing positive behaviors and improvementsFollow-up actions and tracking progressEscalating persistent performance issues
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Reporting and Metrics
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Continuous ImprovementAnalyzing call trends to detect recurring issuesCollaborating with trainers to design refresher programsSuggesting script updates based on QA findingsBuilding QA dashboards for performance reviewsEncouraging agent feedback on QA processParticipating in internal audits and pilot projectsTracking the impact of QA on customer satisfaction
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Soft Skills for QA Analysts
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QA Authorities
