Quality Assurance Peeps!!!

elycu947

Mahirap ba work nyo????May Quota din ba kayo tulad namin??? Ano type of monitoring nyo???? LIVE call or recorded???? Nag e steps taken din ba kayo??? nag che check ba kayo ng grammar and accent lapses o call flow lang????

Kwento nyo naman work nyo please...super hirap kasi sa amin....lagi kami Overtime na TY naman hehehehhe....gusto ko na lumipat!!!!!

callcenterbum

elycu947 wrote: »

Mahirap ba work nyo????May Quota din ba kayo tulad namin??? Ano type of monitoring nyo???? LIVE call or recorded???? Nag e steps taken din ba kayo??? nag che check ba kayo ng grammar and accent lapses o call flow lang????

Kwento nyo naman work nyo please...super hirap kasi sa amin....lagi kami Overtime na TY naman hehehehhe....gusto ko na lumipat!!!!!

Nung QA ako ok lang madali work ko, flexi sched, sat-sun off, pero may quota syempre, 3 audits per agent, I handled around 45 agents tapos syempre may reports din. Mega OT pero di kami OTY may bayad yun kaya mayaman mga QA samin. Email yung account ko so emails ang inau-audit namin.

-b-

hmmm...

dati sa CC namin...

pag sinabing magcalls ka.. calls ka...

angal ka... may discussion log ka...

70-80 agents ang minomonitor, 10 calls each..

obliged kang magbigay ng recognition and call outs pag palpak ang csr...

minsan pag minalas ka assistant call center manager ng US or PH na side ang kausap mo at get ready for a debate...


eheheh...

ganyan sa amin...

elycu947

medyo weird sa inyo kasi kayo pala sumasalo sa mga palpak na agents...di ba dapat coaching lang kayo o recommend na ipa train yung agent....

elycu947

kakapagod maghabol ng quota...na hindi naman feasible...ayun sa study 5 calls a day lang ang dapat sa current na form namin, pero 8 calls pa rin ang quota namin...man!

teancum

ako nga 12/ day eh, 2 separate forms per call. 30 hawak ko agents and dapat 8 calls a month. OTY lagi. 240 calls, 480 evaluations combination of voice and documentation audits. labas pa dyan ung mga reports and reviews that need to be sent out.

the.technician

16 audits per day -- 7 hours of work a day -- we use advisor and superview -- recorded calls w/ screenshots -- madali lang yung work kasi 7 identifiers lang ang hinahanap namin

FendeR_21

up for this~! more power sa mga QAs

totallyposh

how much ang usual salary ng QA?

xps_inspiron

the.technician wrote: »

16 audits per day -- 7 hours of work a day -- we use advisor and superview -- recorded calls w/ screenshots -- madali lang yung work kasi 7 identifiers lang ang hinahanap namin

yup laking tulong ng etalk kc agents will know their mark downs! ako nmn 5-10 live calls per day depende sa queue and yung recorded depende sa bilang ng nasa superview.and mostly BQ agents lang ang my 1x1 coachning. buti na lang wala na yung macro enabled excel file K. UMesh.pahirap.

di rin madali maging a kc dependent agents syo pag di nila alam gagawin nila lalo na kung si agent eh sakit sa ulo. but then it rewarding lalo na kapag nageexceed ang rep.

elycu947

may idea ba kayo kung ano ginagawa ng mga QA sa Sutherland???? hehehhe ask lang....baka mas madali work nila dun...hehehhe...

pang_gulo

madali kung sa madali knowing that di ka nagsasalita while working unlike agents but the job is very stressful coz active listening & brains ang ipapairal mo to avoid disputes plus yun nga, hitting the goal even if it's not feasible.. haaay..

elycu947

up for this!

eegelsI

Hahah!! I guess we're all in the same dilemma. quota to the max, coaching and reports. The story of our lives. I recently moved to a new company and I'd say this is the most challenging primarily because of the client. Iba-iba ang process, yung client iba-iba ang standards during calibration. The client's tools also sucks. Kaya mahirap mag-evaluate ng calls. I remember nung tech account pa lang ang hawak ko, kahit 13 calls per day kinakaya... live and recorded pa yun. I hope my fate will change next year. I will be transferred to a tech account by January.

FendeR_21

compared to other positions in the call center industry... medyu underpaid ang QAs especially with the workload we have, as far as i know in the company im with, pero aside from that, so far ok.. nothing beats flexi

James Richard08

Im a Sup and QA ay kalaban ng production/operation.....heeeee...

sa amin.. super palpak ang QA..... by the book mag monitor w/o using his/her head..... kaya kakaawa ang mga agents.... walang ka sense sense ang markdown.....

Super OA ang QA....

I still prefer QA nang Amerikano... may sense ....

jervin1981

sang call center ang may opening ng QA position now?

FendeR_21

if you dont mind me asking, why'd you wanna be QA?

usually QAs are internally hired from what i know since, it easier to adapt if you came from the same place, but if the program is growing rapidly. the need for an external, experienced QA is inevitable.

pang_gulo

James Richard08 wrote: »

Im a Sup and QA ay kalaban ng production/operation.....heeeee...

sa amin.. super palpak ang QA..... by the book mag monitor w/o using his/her head..... kaya kakaawa ang mga agents.... walang ka sense sense ang markdown.....

Super OA ang QA....

I still prefer QA nang Amerikano... may sense ....

too bad kung ganyan ang tingin mo sa mga QA's dyan.. as for me, it's very much complicated coz we're evaluating american agents for a tech acct.. ang hirap tuloy mag multi-task but it's ok coz i love what i'm doin..

bluebearfrancis

Wow.... i think it really depends on the Qa analyst.. nung Qa ako di naman ako ganun ka OA... i just make sure that all my "dings" are reasonable. consider pa rin yung true customer service.. syempre hinahayaan ko pa rin dumiskarte ang mga agents sa call as long as they follow the "thought" ng mga suggested spiels. .. but I guess I would also agree na meron talagang Qa na ganyan... sobrang by the book na parang hindi naging agent... hehehehe.. quota yes.. we have quotas... time management pa rin... hehehehhe

boundaryless

hey peeps! 24/7 Customer is in need of Quality Assurance people - - go and send your resume [email protected].