[CCPro]

QAs can coach til the cows come home with good results, but you'll never get excellent results. To move from good to excellent you need the Rep's immediate supervisor involved in the process. Until the person that writes the review and recommends the raise is brought into the process, you will not move to the level you want to achieve. QA people simply do not have the WIFM (What's In It For Me) Impact that a direct line supervisor does. The sup does not necessarily have to perform QA Evals, but they need to be following up on the QAs and reinforcing strengths and weaknesses and driving the improvement change in their people. QA "reports the news", they don't make it,,,and that's the way any QA in any industry should be viewed.