Constructive feedback and coaching are critical elements of our Quality Assurance (QA) framework. The QA department works in tandem with Operations as QA Analysts monitor calls while team leaders deliver feedback based on call audits.
Together, they also provide agents with a holistic coaching approach in which agents listen to calls or review chats and emails with QA and team leaders. Discovery-based coaching sessions help agents identify their strengths and areas of opportunity, which facilitates deeper and more significant learning that supplies agents with tools and techniques to improve performance.
Mechanisms such as call calibrations, call clinics, certifications, weekly and monthly reporting, and pre- and post-mortem reports provide a deep dive into what the team sees on a day-to-day basis. Clients are encouraged to participate in these calibration mechanisms where these regular touchpoints ensure proper alignment across all teams supporting a program.
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