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Once the external quality team verifies that incident through call, they identify the variation if any and it is calculated as compared to the total quality parameter.
There are 12 non critical parameters and 4 critical parameters.
If there are 2 errors in non critical error, the variation will be calculated as 2/12
if there are 2 errors in critical error, the variation will be calculated as 2/4
What is the definition of Quality Auditor- The basic and primary function of a Quality auditor is to audit and evaluate the data in order to provide an error free output/information.
- Taking refresher for new agents
- attend calibration
- audit and deliver the report as per the business requirement
- taking session for low performers
- maintaining performance tracker.
- Providing value add to the process
- removing NVA non value add
- Dip checks
- Briefings
- Lte session and monitoring the performance of those agents.
SOP Standard operating procedure
CAP- corrective action policy
NVA- non value add
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