As the QA sessions are completed by The QAer, they are made available to management and the appropriate CSR in order to understand the needed training or coaching to help improve the CSR’s capabilities. For low and below the threshold scores, the QA Session can automatically be flagged to generate second level reviews by the QA manager or the CSR’s direct supervisor. The QA session can also be flagged to generate a re-evaluation or coaching based on the appropriate workflow.

The QAer automates the creation and assignment of QA sessions to the appropriate department queue based on different factors including but not limited to:

AUTOMATION

The QA reviewer gets a simple and straightforward list of all sessions that The QAer has completed the review of. The interface constitutes of the overall current week’s workload, completed vs pending percentages, and on the right side of the screen, the scorecard, interactions, notes, and additional artifacts.

FEEDBACK

Using the automated interface, the QA reviewer can give feedback to the agents that post to their private profile. The management levels can send feedback to the QA reviewers if they have questions in regards to a specific part of the score.