December 2 -

Engage your QA Team in your new hire training process from the very start.  The call review process should be the right hand of training.

Call reviews ensure newly trained staff are retaining the training provided, using resources correctly, and aids in developing skill sets necessary to be successful.  By implementing quality assurance training during the training process, you begin to develop authentic relationships between staff, trainers, and quality assurance teams.

Make sure employees understand the expectations, importance of call reviews, and how the quality assurance process will ultimately aid their professional development.