For a successful Quality Assurance transformation to work, organizations must use a competency-based QA model that is designed to evolve with the broader customer experience. It’s time to modernize your Quality Program and align it with what your customers expect, and what your reps can feel empowered to deliver.
Evolve Your Quality Assurance
Most QA functions were initially built on a foundation of compliance and accuracy, not customer-defined quality. Subsequently 88% of service leaders say their current QA processes are ineffective and rarely match up to the customer view of quality. Rather than a rote scorecard, your goal should be a quality program that matches your customers’ subjective view of their experiences, and works to develop the skillset of your reps rather than merely audit them.
Check the Box QA
Regimented performance criteria, Internally defined success, Isolated call evaluations
Adaptable quality framework, Direct customer input, Trend-based call evaluations
QA Made Easy
By partnering with Challenger’s Effortless Experience™ team to modernize your QA function, you will receive expert facilitation, out-of-the-box resources, and research-driven consulting support to help your organization implement a flexible, competency-based framework aligned with your unique talent development and customer needs.
Determine Core QA Competencies
Evaluate behaviors that define the type of service you want your reps delivering in every service interaction
Implement Trends-Based Calibration Process
Focus on trending development opportunities rather than one-off mistakes
Train QA Team and Supervisors
Calibrate together so all teams are evaluating similarly
Integrate New QA Outputs with Existing Coaching Mechanisms
Supervisors and QA should work together seamlessly to further rep development
Establish New QA Career Pathing
Consider our suggested responsibilities and competencies across various levels within QA
Assess Ongoing Organizational Impact
QA can and should give leadership a pulse on aggregated rep performance