It is important to be mindful of QA scores because they are indicator into whether agents are handling calls correctly.
AIQ QA Report
AIQ sends a weekly report with a list of calls which have been scored.
AIQ uses software to score calls. They are not scored by a human auditor.
The software is programmed to listen for key words to confirm an item has been covered. Failure for agents to state key words will result in the system marking their score down.
As of July 19, 2022 it is yet to be determined how accurate/inaccurate scores are.
Accountability
We must monitor low QA performance and hold accountable where needed. The Assurance QA Policy is below.
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Before moving to corrective actions, we should ideally listen to the failed calls to confirm agents were accurately marked down.
However, if agents have extremely low Pass Rates then we can be relatively confident that they are continually missing key