Quality Assurance Agent Manual

[abenincasa]

I have been given the privilege of creating a Quality Assurance Agent Manual.
We are a vendor call center and handle many different clients and campaigns.
My primary focus of this manual is a “certification” of sorts for new and existing Quality Assurance Agents.

I have many ideas and for the most part it has been completed, however if any one has any suggestions on what type of information this manual should have or where I may be able to find a template, I would greatly appreciate any input.

Thanks in advance,

Ayesha

[chitra]

There are different software available like eQuality from Witness systems which could certify your QA professionals. In a manual what I often find neglected are the situational exceptions for a parameter. I am in the process of creating one for my team and I welcome any thoughts from your end on this

[Jimmy Childs]

I'll show you mine if you show me yours.