Quality Assurance Department

[Saramencia]

Actually we are starting a CC and dont' know under who's responsability should be the QA Department.
If there is a QA Dept. for the entire company (I work for a bank) should the analyst be physically at the CC but reporting to the main Department or should be another QA Dept. under the responsability of the CC Director?

[Frank A. Engle]

Saramencia-

Although I have seen the QA department set up both ways, I recommend that it report to some other group besides call center management....perhaps human resources via the training department.

IMHO, QA should be an independent barometer of agent performance. It is hard to keep it separate if it reports directly to the management that is scored for bonuses and other items based on that agent performance.

Good luck!

[Saramencia]

Another question.
Could you tell me what's the meaning of IMHO?
Please understand english is my second language.

[Frank A. Engle]

I'm sorry Saramencia!

IMHO means In My Humble Opinion

Regards-

Frank