Quality Assurance Department
As a BPO consultant, we regard quality as important to us as quantity, so with this in mind we have built a team of quality experts to validate calls both made and taken. Quality Assurance department has a direct relationship with productivity of a call center and Quality Assurance purpose is to maintain all level of qualities so there will be no complaints. QA team will be constantly and regularly monitoring calls of the CSRs as well as conducting regular training sessions to achieve our objective. Our aim and vision is to swiftly achieve uniformity and consistency amongst all CSRs in light of Quality Assurance.
QA provide assistance and feedback to the agents regarding their individual performance while processing calls. Feedback includes appreciation on strong areas of performance as well as guidance to improve areas of concern. In addition, the Quality Monitors are responsible for identifying any trends on the calling floor that would indicate a weakness, educational gap or an oversight in the training the agents have received. If an error appears to be more than an individual oversight, the team will communicate the finding and the frequency of its appearance to the Training Manager for corrective action.