How can one best measure the performance of contact center quality assurance (QA) analysts? What key performance indicators (KPIs) should we measure them on?

8/13/2014

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Question
How can one best measure the performance of contact center quality assurance (QA) analysts? What key performance indicators (KPIs) should we measure them on?

Answer

Quality assurance analysts should be evaluated on a consistent basis to monitor their performance and ensure that they are meeting their goals by completing the appropriate number of QA reviews and coaching sessions on time each month. It’s also essential to ensure that the QA evaluations are being completed professionally, in compliance with the guidelines established by the department, and that they are calibrated to ensure fairness. There are 3 primary areas to address when evaluating the effectiveness of a contact center quality analyst:

  1. Is the analyst delivering the required number of evaluations and coaching sessions?
  2. Is the analyst delivering findings on a timely basis to agents, and providing constructive and actionable feedback to help agents improve their performance?
  3. Is the analyst using the evaluation form correctly and applying the QA criteria consistently and accurately?
  
Here are some KPI categories to use when evaluating the competency, quality and overall performance of a contact center quality analyst/coach:

  • Job knowledge: the level of knowledge demonstrated by the QA coach about products and services, processes and policies
  • Systems knowledge: the coach’s familiarity with the systems and applications used by agents in the contact center
  • Accuracy: the degree of accuracy and consistency demonstrated by the coach in applying the QA criteria
  • Effectiveness: the coach’s ability to provide constructive and objective feedback that effects positive changes in agent performance
  • Communication/interpersonal skills: the professionalism, courtesy and respect the coach demonstrates when interacting with peers, managers and trainers, and when providing written and verbal feedback to agents
  • Initiative: the initiative demonstrated by the QA analyst, which includes identifying and reporting trends, providing suggestions to management for operational, systems and product improvements, proactively addressing training issues, etc.
  • Productivity: the QA analyst’s ability to meet established time frames for completing the required number of evaluations, coaching sessions, responding to agent feedback and/or creating reports

  
For a QA program to be credible and produce accurate and effective results, it’s essential that all reviewers evaluate transactions (calls, emails, SMS, chat sessions, social media responses) on a consistent basis. A percentage of monthly evaluations needs to be audited or calibrated based on a documented and consistent application of the quality monitoring criteria and accurate use of the evaluation form. The QA manager should set an accuracy threshold that the QA analyst must maintain in order to pass the monthly audit.