November 9 -

Call center Quality Assurance is a job that many can do, but few can do consistently well. Not only does it involve a wide range of skills and disciplines, it also demands a certain attitude.  With that in mind, a great call quality analyst may not necessarily be your top agent.  Rather, your ideal call center QA analyst will have these 10 attributes at their beck and call:

  1. An Analytical Approach - The most obvious trait is baked right into the job title: they must be analytical.  The analyst will be expected to mine information for trends or discrepancies and make recommendations based on their conclusions.
  2. Keen Perception - Related to a strong analytical approach, the call center QA analyst must be perceptive. Superior attention to detail is essential.
  3. Discernment - Discernment is an important subset of your call quality analyst’s strength in perception. It is important that your analyst be able to prioritize the issues that will have the biggest impact on your business.
  4. Diligence - Call center QA demands diligence from the first evaluation of the day, to the last. Effective time management is required to not only fulfill basic QA responsibilities but also react to any coaching or training issues that might arise as a result of these evaluations.
  5. Sound Understanding of Your Business - A QA analyst needs to understand your business – particularly from the customer’s point-of-view. They need to be intimately familiar not only with your products and procedures but also your values and goals.
  6. Exceptional Communication Skills - Above all else, your call center QA analyst must be an exceptional communicator. They will be called upon to give challenging feedback and will be expected to adjust their approach and methodology as the situation warrants, in order to gain commitment to the appropriate path forward.
  7. Empathy - Perhaps the attribute that has the greatest impact on communication skills is that of empathy; the ability to place oneself in another’s position and experience an event from within their frame of reference. While empathy is important to understand and appreciate the point of view of your customers, too much empathy for the agent’s situation can skew results.
  8. Genuine Curiosity - An effective QA analyst is genuinely curious. They have an irrepressible desire to understand, to know why. They employ effective questioning techniques, striving to uncover the detail they need to shed light on a trend, to explain a discrepancy, or fully appreciate context.
  9. Positive Outlook - It is particularly important that your QA analyst have a positive attitude. They should be constantly on the look-out for what agents are doing well and ask them for more of it. Problems should be framed as opportunities to improve, and solutions should be celebrated.
  10. Excellent Coaching Skills - Many of the attributes and traits outlined above are integral elements of strong coaching skills. Coaching is the vital link in allowing constructive feedback to be implemented as transformed behavior on the frontline of your contact center.

Note:  This tip was provided by Sharon Oatway, President & Chief Experience Officer at VereQuest.   For more information, visit their website at www.verequest.com.