Quality Control Agent

What is a Quality control agent?

A quality control agent is tasked with assuring customer service quality in the call center. They monitor adherence to call center policies and procedures related to service levels, brand guidelines, and operational compliance to ensure accurate and timely support in accordance with internal and regulatory requirements.

They will call calibration sessions and speech analytics tools to perform audits on customer-facing contact center activity and compile findings into reports managers can use to optimize workflows and productivity.

Quality assurance agents measure, monitor, and report various risk metrics in the contact center (e.g. min-Mirandas not being read, call sentiments dropping).

More Quality Control Resources for Call Centers

Quality Assurance & Compliance in Call Center Management (livevox.com)

Reduce risk across customer channels. Reduce the risk of regulatory violations by ensuring that 100% of call, email, SMS, and chat interactions are monitored for compliance.

Principles of Contact Center Quality Management | LiveVox

Contact center leaders look to quality management and quality control software like speech analytics, call recording, and the like to determine where and how to improve and deliver more to customers. Such systems help managers identify corrective actions and areas for improvement.

Across industries, businesses invest in the following 7 principles of quality management to help guide their work towards optimal efficiency and returns.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.