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QA P5

QA P5 TRAINING

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QA P5

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  1. BE EXCITED! MAKE SURE YOU CELEBRATE SUCCESSES AND THE ACHIEVEMENT OF GOALS. IF THESE GO UNNOTICED OR UNANNOUNCED, THEY MIGHT NOT COME BACK. This helps your QA analysts, team leaders, managers, and agents understand exactly which metrics matter and how scores should be assigned. It ensures consistent evaluation of customer interactions and coaching practices across the entire department. Quality assurance calibration is essential to make sure the process is accurate, fair, and transparent. To establish and define expectations, and make sure they’re being met. To review inconsistencies in ratings, so that scoring can be identified and discussed. Through calibration, it should become obvious what expectations the company has for each interaction between agents and consumers, across all touch points.  MAKE SURE YOU GIVE VERY SPECIFIC DELIVERABLES, AND IF YOU GIVE THEM A However, these may need to be altered over time as you continue to gain insights into customer preferences and satisfaction levels.

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