Common QA Pitfalls: Scoring Differences

Successful Quality Assessment (QA) requires consistency in call analysis and coaching feedback. It is quite
common to find people on the same QA team analyzing the same call with the
same scoring tool and arriving at very different results. The most
objective of QA forms can be interpreted or applied differently. We recently audited a QA team and found that every member of the coaching team was relatively close in
their results with the exception of one analyst who chose to interpret and
apply the scoring tool completely differently. This analyst’s results and
subsequent feedback to CSRs was out of step with the rest of the
team. To ensure consistent call analysis, QA teams should engage in regular,
rigorous calibration and each QA analyst’s scores should be periodically audited.

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