In an ideal world, every employee at your call center would be trained to the max, experts in your business, and masterful customer-whisperers.
In the real world, while you may provide exceptional training for your agents, humans are imperfect, corners get cut, and processes forgotten.
Make no mistake: training is an investment. You’re putting time and money into an individual you hope will deliver a first-rate performance and bring back a hefty ROI. Nowhere is this more true than in quality assurance.
Your quality assurance (QA) agents need to have the most up-to-date training and knowledge in order to catch these slips, improve agent performance, and enhance the call center.
This checklist focuses exclusively on the QA agent training process, with the assumption that your prospective QA agent has already completed the general training program (you can see an example checklist here).
With Process Street’s super-powered checklists you’ll be able to minimize human error, increase accountability, and provide employees with all of the tools and information necessary to complete their tasks as effectively as possible.
Ready to optimize your workflow? Let’s go!