How to Complete a Quality Assurance Evaluation

Quality assurance evaluations make it easy to maintain quality standards and identify weaknesses in your call center.

This article will show you how to complete a quality assurance evaluation. You can also download this short guide and save it to your computer for future use.

 

To fill out a Quality Assurance form, first select the Queue for the agent that you wish to evaluate. Then, select the time frame that you wish to view from the Quick Activity Reports section.

Virtual Call Center Software Dashboard - Smart Queue

Once the report has been generated, select the Answer Details tab. This is labeled as Ans. Dt.

Quick Activity Report View - Smart Queue

Under the Queue Details section, scroll to the call you wish to evaluate and click on the magnifying glass icon to the right.

Magnifying Glass Icon - Smart Queu

After you click on the magnifying glass, a new window will appear. Select the QA tab at the top right of this window.

Call Details View

A new window will appear. Under the Input Form section, select the desired QA form. (If you only have one form for the queue you selected in the first step, it will appear automatically.) The desired form will display at the bottom of the screen.

Quality Assurance Form - Smart Queue

You will note that the call recording is available under Audio Recordings. Simply click on the link to listen to the call, and use the form to score it as you review the agent’s performance.

Use the dropdown menu under Value to score the agent’s performance for each requirement. If you wish to make additional notes, simply click on the Pencil icon to the right of the dropdown menu.

When you have completed the form, scroll to the bottom of the form, click Save, and then Close. You may also select Print if you would like a paper copy.

How to Save and Close Quality Assurance Form

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