Finding the Right Quality Coach: Supervisor or Quality Analyst?
Finding the Right Quality Coach: Supervisor or Quality Analyst? The first step to developing an effective quality monitoring program is to define the quality standards that are right for your business. Next, you have to communicate those standards to your frontline agents and commit to an ongoing program to monitor and coach your agents’ performance. Which brings us to the topic of this article: who are the right people to effectively coach the frontline agents? Call center floor supervisors? Or quality analysts (QAs)? Or both? Studies indicate call centers vary in their organizational structure and approach to agent coaching; they [...]