Supervisors vs. Quality

[nkcook]

I am looking for any ideas or suggestions on how I can assist the Supervisors in recognizing their importance to our Quality scores. They interact with their team/agents each day. Although the Quality Department does what they can to promote, coach, and administer incentives to improve quality scores, what are you all doing to or rather, how do you keep the supervisors focused on what they can do to acheive the overall quality goal? The Supervisors are busy with their normal day to day operations, so what I need is something simple but effective to implement.

[michelle0099]

I recently restructured my staff where a team lead and quality advisor are assigned to the same team. They both report to the same supervisor who ensures that our overall objectives are being met. Although it is the duty of the team leads to monitor and coach their team's performance, it is also required that they perform one quality appraisal/feedback every two weeks for every agent on their team. Its not overwhelming, but it opens them up to quality. The Supervisors, TL and QA meet each week to report their team stats. We counsel our TL for failing to develop their agents and rank them based on their team's performance. Their schedule preferences are based on their ranking every six months so they work together to ensure that their team ranks #1.

[Road Warrior]

michelle0099, how many associates are assigned per TL and QA? So what does the supervisor do, just evaluate the TL and QA performance objectives are being met? How effective has it been for you? With the focus of doing more with less, how has this process improve your old process?