For the call center management, QAs are the people checking and making sure the quality of the call center agents in their calls are always good. Always following protocols, procedures, accurate, low AHT, meeting targets, and doing good on the metrics. But do you believe that if an agent is always scoring good in the evaluation, that its their job to look for loopholes to markdown the evaluation and therefore not receive the complete or high bonus/insentive? Coz I just thought that if agents are already great and theyre maintaining it, then whats the purpose of the QA?
I think theres a conspiracy here.. I think QAs are the silent workers of the call center in times when agents are draining them of bonuses/insentives. Theyre to the rescue to cut bonuses/insentives if the call center thinks that the agent is bonusing too much and they use calibration of procedures to confuse agents and make mistakes for markdowns, and always look for loopholes to markdown an agent. If the agent is really not doing good in their calls then thats understandable, but what if theyre doing good and maintaning it and always updated in calibration and new procedures, how would you explain the markdown? What do you think fellow agents?