I've talked about few things that happened in the my workplace but I haven't told you what I do yet. I am a call center Quality Assurance Analyst, I am in-charge in the maintenance of a desired level of quality in a service by means of attention to every stage of the process of delivery. QA analyst listens to a call and evaluate it based on the guidelines each account follows. We basically capture good call behavior, provide kudos as necessary and take note of bad call behaviors for coaching purposes. Sadly, QA analysts are well-known due to the latter.
QA Analyst is the most hated position in the call center,in all industry that requires quality assurance I think. Most people also think being a QA is boring but on the contrary, this position is quite challenging. QA's major responsibility is to listen to calls and evaluate it based on the set guidelines. This is 80 percent of our responsibility. But listening does not end in uploading the score in the database. We also do follow-up and make sure agent's are coached properly. 20 percent of the time, we do admin works, facilitate QA talks, do client calibration both internal and external and attend meetings as required by the management.
When I first became a QA, my goal was to bridge the gap between operation and QA department. I thought then it will be a long road and that I may not be able to reach that goal but as I went on, I found out that this has been bridged long before, we just can't please everybody, there will always be someone not open-minded enough to understand a QA's role in a call center industry.
"Quality starts with me"....
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