Quality Analyst

Job Description

Develop or understand evaluation programs or ScorecardQA evaluation program or scorecard is one of the key tools for transaction monitoring. It is a special kind of from designed to evaluate agents performance on the call and consists of multiple parameter and sub-parameter or checklist aligned with agents KPI or organizational performance metrics. This performance metrics often varies depending upon nature of the organization or process. However, It should unearth root- cause of problems, possible solutions and provide actionable insight for performance improvements.Working in partnership with the operations leadership an evaluation form, along with the process of disseminating the information to ensure improvements, should be documented as part of an overall plan.Most of you are former call center agents and you know what a quality call is. With this awareness and logical thinking, you will be able to develop evaluation program or scorecard. Best practice will be to conduct a brainstorming session with your team to develop the scorecard.In most cases, you will not need to develop as it has been already developed and made available to you by the stakeholders. Here you must understand thoroughly with no exception. The best way to gain an understanding of the scorecard is by attending mock calibration session. Your active participation is key as this session are often part of your certification. We will be discussing calibration process in latter part of this sectionReportingReporting is the prime responsibility of a QA team. As a QA you are often asked to prepare multiple reports and analysis based on the audits performed by your team or any other available data. These reports are delivered to the stakeholder in the form of Microsoft Excel dashboard, PowerPoint or PDF.Most often this responsibility lies with QA Supervisor or senior QAs however its important for all QAs to prepare reports as this helps them as individual to built their analytical skill.An essential skill required for reporting is Excel. There are many tutorials available online for free and I will also be publicizing few in coming days.Call Monitoring or EvaluationThe primary task of a QA in Call Center is call monitoring and sharing actionable insight. This is somewhat similar to Inspection that we discussed during the march of quality however not the same. The motto of inspection was to identify defect but call monitoring is not a fault finding mission. The purpose is to find the area of improvement aligned to key performance metrics. QAs are often asked to perform a specific audit that is known as Dip Check when the target is to find the specific type of failure that is key to the business.A QA will need to listen to call and fill up the evaluation from. This listening comes in the form of recorded calls, live calls, and side-by-side burning. For Call centers it is preferred that you listen to recorded calls to get optimum result.Training and Coaching/FeedbackTraining Agents need to be trained on quality policies and procedures. This should start in agent training so that all new hires understand the expectations of a quality call. Your knowledge about evaluation from scorecard and expertise of being former call center agent will be key conduct this session.Feedback A single session with an individual agent conducted by the QA about the outcome of the call monitored or audit findings is called feedback session. There are many methods of feedback can be used depending upon the need of the session however some key aspect of any feedback session are mentioned below.
• Actionable items discussed needs to be in complete agreement with the agent.
• Actionable items chosen should be realistic and prioritized as per critical business need.
• Actionable items should be limited to 1-3 and not more than that. Best practice to work on 1 item at a time.
• Actionable item discussed needs to have a follow-up data and documented for further utilization.
The preferable feedback session is to be conducted in presence of the agents manager or supervisor.Coaching is a close loop process and consists of multiple feedback session.

Keyskills :
quality assurancequality controlquality