CALL CENTER 101: Quality Assurance (QA Tips and Best Practices)

UNDERSTANDING CALL CENTER METRICS EPISODE 2

In this video, I shared my experiences about QA or Quality Assurance in the call center. I talked about how you will be evaluated, an overview of the QA form, and the best practices or tips to hit your target QA rating.

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[ReaNinja]

⭐️ A little bit late today coz I'm feeling super sick. If you have questions, please comment below. 💗 Also, follow the FB page for more updates fb.com/reaninja

[selinamukwevho]

You are genius, this was recorded about two years back, assisting someone just appointed as QA today, , gained a subscriber, thank you 🙏

[markbrad]

Good to remind the quality assurance you have a big family who are also customers, so they also don't forget good customer service also

[ashupal]

Please create a video of Quality Tools use in BPO international process OR in domestic process

[jennifer]

You're such a genius with everything call center. 💜 Your expertise and cool personality is appreciated. Thank you for your videos.

[adolfocamargo]

Hi Rea, I like the video. I understand you tryed to cover the noise which you were recording but the noise of the song at the botton was a little bit disturbing too and I could not hear some things, despite of that thanks a lot for share your knowlegde!

[logisticsjeff]

Hi I am a QA specialist at a call center and I am having a hard time getting my team to have an average passing score every month. Any tips? Keep in mind I work with about 200 agents

[yasminem.]

Thank u so much ❤
Can you tell us how to improve AHT? And how to improve quality other than coaching and side by side?

[alohaelle]

This is a big help! You enlightened me a lot and I think it's cool to be a QA analyst hehe. ☺☺

[shaira]

I'm so nervous. It's our QA later in our training. Huhu

[amitbhatt]

Thank ..this is helpful..what is the difference between sympathy and empathy?

[dawnsison]

This will be very helpful ms. Rea. Thanks for creating this video. 👍

[allenmmolina]

Hello Rhea, I am looking forward for your non voice q.a. Tips and best practices too..

[Islamidunyati]

very helpful video and useful information, thank you for sharing

[rae_halvi]

I think the title is a bit misleading . i thought it was tips for the Quality Analysts but it's more like tips for the Agent to get higher QA score.
Also just a tip better to record in a quiet room so that you won't have to mask the video audio with BGM. Or you can pause recording if it's really noisy 👌
Anyway thanks for this video. Good effort!

[MsJam-xtqp]

Watched it twice 😊
Thank you for sharing ♥️♥️♥️

[ihavecrabs]

Music keeps jumping up and down in volume.... Hard to hear u over it sometimes

[herminiapanado]

Hello Maam Rea😊
Thanks a lot for some very helpful information😊😘
Just take care of yourself Maam Rea😊Godbless

[Prettybrownbrown]

What kinds of systems are used by Call Center QAs?

[shankarchakravarthy]

Hi, what are the kpi for Quality Analyst if asked in interview