Why does a call center's QA teams suck?

[RoLleRKoaSTeR]

Makes me wonder if they are even human?

They do not care about the fact that we (galley slaves) are human. They think that they are God, because they can fail you for the most rediculous reasons. There is no one controlling THEM. (who QA's the QA team?).

[QA Queen]

I understand. I've been in call centers where that is the case. But we're not all like that, trust me. We do have a lot to consider in our jobs: we have so many customers to make happy. We have to consider our management teams, the supervisors, the people pulling the weight on the floor, and our external customers. I personally try to help the CSRs take care of their customers. If I hear a call, and I hear that they are struggling to find information, I will go help them find it.

Most QA teams in recent years perform a calibration session: in my case, upper management gets together, listens to several calls that I have evaluated, and we compare notes. They have no problem telling me that I'm wrong, and I have no problem doing the same. We have a very good relationship. :)

Please remember that we don't all suck. I promise you, we are monitored: we are passionate: and we do our jobs to the best of our abilities. I was a call center rep for over 10 years: so believe me, I understand, and I've been there. We're human too, after all.

[FourGW44]

i too was considered "the big bad QA." The always get the negative outlook because their job is to find errors. You do have to take a look at the big picture because it is the QA team that assures the business is run correctly. They will always get negative comments made towards them, but they are there to help you. I took pride in helping agents out and bringing up their scores. Ultimately, making them as perfect as i could. To see an agent struggle and them have a few QA sessions with me and come out as one of the most productive reps on the floor is an amazing feeling. If your QA team is basically just giving you negative sessions, then they are not doing their job. They are there to recognize the good and help coach the areas that need assistance. So take another look at the QA team and know they are great asset to the company.

[QA Queen]

Agreed. We're not here to punish the CSRs. We're here to help improve not only the customer experience, but the CSRs ability to create that great customer experience. People can tell what kind of a call I have just listened to. If it is a fantastic call, I'm smiling. If it's a really bad experience, I'm banging at the keyboard. I love days where there is no keyboard abuse. My carpal tunnel can't handle that. :D

[FourGW44]

Hey QA Queen... if you dont mind me asking, what company do you work for? I would have sent this in a personal message, but it wont let me send the message to you. Hopefully we'll talk later.

GW

[QA Queen]

I don't share that in public, because I also have a work blog online. I do work in the healthcare industry. :)

[FourGW44]

totally understand :)