- Interaction Monitoring: Audit recorded calls, live chats, and email transcripts for accuracy, tone, and policy compliance.
- Scorecard Evaluation: Score agent interactions using structured quality matrices and evaluation forms.
- Feedback & Coaching: Provide constructive, actionable feedback to customer support agents to improve their performance.
- Trend Analysis: Identify recurring customer pain points, process bottlenecks, and training gaps across the team.
- Calibration: Participate in calibration sessions with team leads and managers to ensure fair and consistent scoring.
Key Performance Indicators (KPIs)
- Quality Assurance Score: The average score given to agents based on evaluation criteria.
- Customer Satisfaction (CSAT): Correlating QA scores with direct customer feedback to verify if quality metrics actually drive satisfaction.
- Compliance Rate: The percentage of interactions that perfectly adhere to legal, financial, or data privacy rules.