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This article details the results of the most recent QATC quarterly survey on critical quality assurance and training topics. Contact center professionals representing a wide variety of operations provided insight regarding career paths for quality assurance personnel.
The largest number of participants are from contact center operations with between 51 and 200 agents. However, the balance is widely dispersed across all ranges. This mix of respondents provides a broad spectrum of contact center industries. Financial, healthcare, insurance, and other have the largest representation, but there are participants from a wide variety of industries.
Respondents were asked how many personnel were employed in the QA operation. Half responded that they have more than 6 QA staff with another third having 3 to 6. Only 5% indicated that QA is done by supervisors or others on a part-time basis and these are likely the operations with under 50 agents.
Respondents were asked what percentage of their QA staff had worked in other roles in the contact center. Two-thirds of the respondents indicated that more than 75% of their QA staff had worked in other roles. It is interesting to note that few QA staff have come from QA roles in other organizations. This is a common situation as recruiting from within the center for QA roles ensures that they come to the QA department with a good knowledge of the operation and the contacts handled there.
Percentage of Current QA Staff Worked in Other Roles in Center
Percentage of QA Staff from QA Roles in Other Organizations
Respondents were asked how many of their QA staff have moved to other roles in the organization. While the responses suggest there is some mobility for these personnel, 39% indicated none have moved within the last 3 years.
The respondents were asked what role a QA analyst is more likely to move to next. One-quarter answered QA manager/team leader while another 16% indicated call center supervisor/team leader. Over 20% indicated the next role was outside of the contact center but still with the company, and only 2% responded QA personnel leave the company altogether. Trainers and other roles in the center not listed were reported as well.
Respondents were asked what development opportunities are available to QA analysts to further their careers and multiple selections were allowed. Training programs offered by others (such as QATC) and internal training provided by call center trainers were selected most often with training provided by HR close behind. College tuition reimbursement is next, with training by the vendors of the technologies and industry conferences chosen by some.
Respondents were asked what changes they would recommend for their QA staff development processes. The most common answers were:
This survey provides some insight into career paths for QA staff. While some opportunities are in place, there seems to be room for more focus on developing a formal career path for each role that a QA analyst might pursue.
We hope you will complete the next survey.