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
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.
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.