To listen/monitor calls and fill up the evaluation from. This listening comes in the form of recorded calls, live calls, and side-by-side barging. Training - Agents need to be trained on quality policies and procedures. This should start in agent training so that all current hires understand the expectations of a quality call.
Feedback - A session with an individual agent needs to be conducted by the QA about the outcome of the call monitored or audit findings To conduct calibration sessions with operations and training team.