Quality Assurance Coordinator Metrics

[MsPortis]

I have recently transitioned to the role of QA Supervisor and am trying to gain as much knowledge as possible regarding Quality Assdurance. My first task is to develop metircs for my 4 peson QA team. What types of measurements do you use to evaluate Qa staff?

I am looking for networking groups for my industry and for the Quality Assurance field....any suggestions?

[QA Queen]

Congrats on the transition! I cannot stress calibration sessions enough. You need to make sure that all of you - and I mean your QA reps, supervisors, and yourself - are on the same page. Pick several calls to grade. All of you grade those calls. Compare your scoring differences. Are they in line with the rules of the call center? Are they in line with each other? The best mark to shoot for right off the bat is a 10 point difference, max.

Do the sessions once weekly to start out, then taper it off to two a month. These sessions have saved us a lot of heartache, especially when we were changing to a new form.

[FamilyMan6]

Great topic. I couldn't agree more with QA Queen's suggestion to rely on calibration meetings.

From my own experience I have concluded that the greatest ROI for this role will be driven by solid coaching techniques, a strong relationship with both agents and team leadership, and regular calibration meetings, and measured by improved customer satisfaction survey results and supported through 360-evaluations.

Relying strictly on a total calls reviewed metric would be a big mistake, recognizing that quantity doesn't always translate into quality. You must have customer satisfaction surveys (internal and/or external, depending on the work group) so that you can measure the customer's view on your quality.

[MsPortis]

Thank you for that insight. We hold several calibration sessions within my direct team and have now instituted a calibration in the weekly all management meetings.

I am interested in learning more about the type of surveys used to measure internal customer satisfaction. What types of questions are beneficial and drive towards useful feedback.

[skhzaidi]

Dear all,

I would appreciate all of you if you send me Quality Assurance SOPs on my email (kalbe00@hotmail.com)


Please must update me and give me free helpfull links for call center games or one more thing does anyone know how and where can i download the free exercise application............... i have heared that u can fix the time after that time it automaticaly appears on ur Monitor and ask you to relax and follow that kind of application i m looking for pleaseeeeeeeeeeeee help me.


Thankx
SKHZ