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Title Goes HereLou CockerhamQA Product Specialist

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To ensure consistency when evaluating agents

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Helps to identify the variance between Quality and Operations

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Helps to identify opportunities in call resolution and process improvement

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Gaining agent buy-in and understanding of the Quality Program

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Allowing upper management to make sound decisions based off of customer feedback

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Helps to provide an overall understanding of the Quality program

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Outlines the set expectation of an agent within a customer contact

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Do ensure consistency and discuss action planning to increase customer experience

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Helps to identify opportunities and gain agent buy-in

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Training our ears to evaluate the true customer experience

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Identify opportunities and successes through trending analysis to help improve the overall customer experience

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