The 3 Pitfalls of Your Quality Assurance Program, and How to Solve Them - with Shoby Abraham

Shoby Abraham is the Customer Care Manager of Samsung Electronics New Zealand. He’s COPC certified and has 20 years’ experience in the contact centre industry.

From his extensive experience in Quality Assurance, he’s identified there are 3 common pitfalls of most QA programs. He shares what they are and how to solve them.

The approach he shares helped Samsung shift Customer Satisfaction from 75% to 90%+.

The 3 Common Pitfalls of Most QA Programs:

Calls are often given an overall score. Instead, give a call an overall ‘pass’ or ‘fail’ (03:34).

There is often bias in how calls are picked for evaluation – Team Leaders and QA often pick them based on length. Instead, random calls should be evaluated (06:51).

Team Leaders and Quality Analysts should be calibrated in their ability to assess calls. This ensures alignment of call quality across your contact centres (08:33).

You'll Learn:

The ‘sword’ metaphor that Shoby uses, which defines what a Quality Assurance program should and shouldn’t be (10:35).

The different way of thinking Team Leaders and QA need to adopt when evaluating calls, to ensure great customer outcomes (11:09).

What feedback should be given to agents – and when – which will make a massive difference to your Customer Satisfaction (11:28).

See the full show notes here: https://bravatrak.com/shoby-abraham-podcast

Connect with Shoby here: https://www.linkedin.com/in/shoby-abraham-08381587/

If your priorities include boosting employee engagement, lifting customer experience, or increasing your focus on coaching and development, I can help you out with a few ideas that you can steal. Send me an email (at blairs@bravatrak.com) and we can organize a 15-minute call over Zoom or Teams.