Quality Assessors In The Call Center

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Quality assessors in a call center are individuals who listen to recorded calls and evaluate the performance of the customer service representatives. They assess the representatives’ adherence to company policies and procedures, their communication skills, and their ability to resolve customer issues. 

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Quality assessors are responsible for providing feedback to the representatives and identifying areas for improvement in order to help them deliver better customer service.

Quality assessors also play an important role in training and development by identifying areas where new representatives need additional training. They may also be responsible for creating training programs and materials to improve the overall performance of the call center.

Quality assessors typically use a scoring system to evaluate calls and may provide written evaluations or verbal feedback to representatives. They also provide data and feedback to management to help identify trends and areas where the call center can improve.

Additionally, Quality assessors will also ensure that the call center is following regulatory compliance and will report any non-compliance issues to management. They can also be responsible for creating and maintaining quality assurance protocols and standards to ensure that the call center is providing the best possible service to customers.

Overall, Quality assessors play a vital role in ensuring that a call center is providing high-quality customer service and maintaining a positive reputation for the company.

Skills Required To Be A Quality Assessor In The Call center

Strong attention to detail: Quality assessors must be able to listen to calls and accurately identify areas of improvement.

Excellent communication skills: Quality assessors need to be able to provide clear, constructive feedback to representatives, as well as communicate with management about the overall performance of the call center.

Knowledge of call center operations: Quality assessors should have a good understanding of the call center’s processes, procedures, and policies, as well as an understanding of the products and services offered by the company.

Objectivity: Quality assessors must be able to provide unbiased and fair evaluations, without personal bias or prejudice.

Adaptability: Quality assessors must be able to adapt to changing situations and quickly identify new trends or issues that arise in the call center.

Technical skills: Quality assessors need to be able to use the call center’s recording and evaluation software, as well as be proficient in using computer programs such as word processing, spreadsheets, and presentation software.

Active listening: Quality assessors need to be able to actively listen to the calls and identify key information for the evaluation process.

Time management: Quality assessors must be able to manage their time effectively, as they may be responsible for evaluating multiple calls on a daily basis.

Compliance knowledge: Quality assessors need to have a good understanding of call center regulations, laws, compliance standards, and company policies.

Empathy: Quality assessors need to be able to understand the customer’s perspective and respond in a way that will help resolve their issue.

Courses For Quality Assessors In Call Center

There are several free resources available to help individuals interested in becoming quality assessors in a call center. Here are a few options:

The International Customer Experience Institute (ICEI) offers a free online course on call center quality assurance. The course covers topics such as call center operations, customer service best practices, and call evaluation techniques.

The International Association of Quality Assurance Professionals (IAQP) offers a free online course on quality assurance for call centers. The course covers topics such as process improvement, measurement and analysis, and customer service best practices.

The Call Center School offers a free online course on call center quality assurance. The course covers topics such as call center operations, customer service best practices, and call evaluation techniques.

YouTube is a great resource, where you can find free videos on various call center-related topics, such as call center operations, customer service best practices, and call evaluation techniques.

Coursera, Udemy, and LinkedIn Learning also offer various free and paid courses on call center management and quality assurance. You can also take this certificate course in call center management here.

Keep in mind, these courses may provide a good starting point but it’s important to recognize that they may not be comprehensive and may not be equivalent to a professional training program. 

If you are serious about becoming a quality assessor, it’s important to gain practical experience and continue to develop your skills through additional training and professional development opportunities.

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