Why companies should create quality assurance leadership teams

Building an effective Call Quality Assurance program is generally a repetitive process. In order to ensure that the program is successful, the process requires the support of senior management, in addition to in-depth planning, buy-in from different levels of call center staff and input. This is why it is recommended that when building a quality assurance program, companies should consider creating a leadership team that will oversee the program. This leadership team should have representation from all constituents of the call center department and can include trainers, managers, supervisors,... [...]
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