Common QA Pitfalls: Lack of Training

Rockclimb
If you want to reach the top of a mountain, you’ll have to prepare yourself for the climb. If you want to have a successful QA program, then you have to train your QA team for the job. A common scenario we’ve found in call centers is for managers to throw veteran agents or front-line supervisors into QA positions with little or no training. “If they can take a call,” the theory goes, “they can analyze a call.” The new QA coaches are left to figure things out on their own, and often they make a lot of unnecessary mistakes or even fail – not because they can’t do the job but because they weren’t trained to the job correctly.

While anyone may be able to analyze a call, quality analysis and the desired results require discipline and an understanding of sound QA principles. Any QA program should include a period of training, supervision and calibration to make sure that each analyst is performing in line with the goals of the program and is prepared to provide the desired results.

Related Posts:
Common QA Pitfalls: Poorly Defined Goals
Common QA Pitfalls: Scoring Differences
Common QA Pitfalls: Conflicting Expectations

Flickr photo courtesy of excauboi

  1 comment for “Common QA Pitfalls: Lack of Training

  1. September 23, 2006 at 7:49 pm

    Tom, I hear you calling for tactics that solve complex problems … and I see the same tactics missing for so many areas of business. We think we cannot do a thing … when often we simply lack the strategies that would make it work well. If you were teaching these leaders (who are likely experienced in other areas) in a 5 minute zinger — what few tactics would emerge first in your discussion? Your post makes me curious.

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