QA Process

QA Frequency

QAs are to be done on a daily basis. The frequency of the QAs are dependent on the Team Lead and the queue that is being supported. Please use the following guide for performing QAs.

Frequency

Optaros: No more than 3 a week.
Nimboxx/DPS/TTO/Petzi/August: 2-3 per client per week.
TeenSafe/Shared/Educopia: 2-3 per agent per week.
Overnight Shift – 4+ QAs per shift
Chris Smith – 3+ QAs per shift
Maria McEwen – 3+ QAs per shift
Dustin Suggs – 4+ QAs per shift
Don Six – 3 Petzi 5 Tengo QAs per week
Michele Serrano – 3+ QAs per shift
Matthew Kennedy – 2 QA per agent per week

Shared Queue Team Leads are not only responsible for shared queue QA, but also need to assist Petzi and August.com with their 3 QAs per week as well.

(For August, you will need to ask Dustin Johnson for your three calls)

Check the 2015 QA Monthly Tracker
or the 2016 QA Monthly Tracker or the 2017 QA Monthly Tracker or the 2018 QA Monthly Tracker and the 2016 QA Form Responses when checking the following. You can also check for unprocessed QAs on the QA Form Responses page.

Deciding by Agent
- Pick an agent who has less than 2 QAs done for this week.
- If all Agents have at least 2 QAs for that week, then QA a 3rd.
- Low performing agents need extra QAS, so a 4th and 5th QA for these agents are fine
Deciding by Client
- All low volume clients should be QAed for the week.
- No more than *3* QAs per low volume client per week.
- We need 3-5 QAs per mid volume client
- We need 2-3 QAs per agent per High Volume Client
  - Low volume Clients: Optaros, Nimboxx, TTO
  - Mid volume Clients: Petzi, Educopia, August.com, DPS
  - High volume Clients: TeenSafe, Tengo

Getting Started

Get the Agent’s Identifiers

Make sure you have the latest Agent Reference Guide on hand. It will show you the current active list of agents along with their associated call IDs. You will need those IDs in order to look up their calls.

Check to see if Agent has an existing folder

Try and find your agent in the following location:
\\192.168.128.220\Teamleads\Shared Queue QA\New QA Project\Agents

If the agent does not have a folder, create one in the following structure:

Queue – Last Name, First Name > Year > Month
Example:

Shared – Bowland, Ken
- 2015
  - 06 June
  - 07 July
  - 08 August

Deciding who to QA

Check the 2015 QA Monthly Tracker
or the 2016 QA Monthly Tracker
or the 2017 QA Monthly Tracker when checking the following:

Deciding by Agent
- Pick an agent who has less than 2 QAs done for this week.
- If all Agents have at least 2 QAs for that week, then QA a 3rd.
- Low performing agents need extra QAS, so a 4th and 5th QA for these agents are fine
Deciding by Client
- All low volume clients should be QAed for the week.
- No more than *3* QAs per low volume client per week.
- We need 3-5 QAs per mid volume client
- We need 2-3 QAs per agent per High Volume Client
  - Low volume Clients: Optaros, Nimboxx, TTO
  - Mid volume Clients: Petzi, Educopia, August.com, DPS
  - High volume Clients: TeenSafe, Tengo

Getting Your Call

Finding a Recent Call

If you are looking to QA a call that happened within the past couple of days, use the following procedure to find that call.

Open up a web browser and navigate it to http://192.168.129.222:5000/
Set your Date: to the day the call occurred.
For HUDweb users set the Softphone ID to the agent’s HUDweb ext.
Be sure to enter in the extension exactly as it is shown on the Agent Reference Guide
For Desktop HUD users set the Softphone ID to the full SOFTPHONE number of your agent.
Press the [Submit] button to do the search.
When the results come up, make sure you select a call with the correct SOFTPHONE number or HUDweb extension in the left column.
Right click on Listen and save your call to your agent’s year/month folder starting here:
\\192.168.128.220\Teamleads\Shared Queue QA\New QA Project\Agents
Save your file in the following format:
Client – Agent Name – QA# – Original File Name
IE: “Petzi – Donald Six – QA1 – 20150817_122407_IIH.wav“

Finding an Older Call

If you are looking to QA a call that happened within the past couple of weeks or months, use the following procedure to find that call.

On your computer, hold down the [Windows Key] and tap the letter [R]
In the dialog box, type and enter c:\
In the folder view URL, navigate to \\192.168.128.220\Teamleads\Call Recordings
Navigate to the year folder, then the month folder.
Perform a search for user-xxxx where the xxxx is the Desktop HUD Ext number of your agent.
NOTE:This search may take some time to complete. Be patient.
Pick a file you want to QA, right click on that file, and select copy.
In the folder view URL, navigate to \\192.168.128.220\Teamleads\Shared Queue QA\New QA Project\Agents and copy the file into your Agent > Year > Month folder
Save your file in the following format:
Client – Agent Name – QA# – Original File Name
IE: “Petzi – Donald Six – QA1 – user-7367-6103608611–1439906923-990.wav“

Now you have your call recording ready for your QA.

Getting Your Email or Call – August.com

Note: When pulling a call or email for August, you will need to make sure the august.com support agent is at lunch or out for the day. The login below will kick him out of the system if you try to log in too.

Alternatively, you can request the august agent to pull 3 calls for you for the week.

1. Login at desk.com

2. Under the left column, scroll down to the pages.

3. On page 2, on the column on the left, Select 2 then All Cases.

4. Scroll through the pages to find an email or call to QA. You will look for the Agent’s name. (Or for Dustin J.)

5. Grab the Case # and date of interaction

6. Look for the audio file link for the recorded call (tan border box with the link in middle).

7. You should be able to right click on the link and select save as.

8. In the folder view URL, navigate to \\192.168.128.220\Teamleads\Shared Queue QA\New QA Project\Agents and copy the file into your Agent > Year > Month folder

9. Save your file in the following format:
Client – Agent Name – QA# – Original File Name
IE: “Petzi – Donald Six – QA1 – user-7367-6103608611–1439906923-990.wav”

10. Now you have your call recording ready for your QA.

NOTE: If you are in classic view, look on the left hand side. You will see a green or red face. If you end up QAing a call or email with one of those faces, make sure you notate the CSAT section of the Email form with either Great or Poor.

Getting Your Call – TTO

First, go to Zoho.com
- If you are not logged in, click on the SIGN IN in the upper right corner of the screen.
  Use your @techteamone.com email address to sign in.
If you are logged in, click on the following links to access that account’s tickets.
Find a closed ticket that was closed in the week that you’re currently in and open that ticket.
Take note of the telephone number.
On the bottom, click on the History tab.
Take note of all the entries and how many agents touched this ticket.
Take note of the date when Ticket created and the date when the status was changed from Open to Closed.
Based on the information you collected, look up all instances of that number in the notated date range by the agents listed in the History tab.
Use the Getting Your Call section above to pull the calls.
Once you have your calls, move on to the Performing the QA section below.

Getting Your Optaros

Select an Optaros that hasn’t been QA’d.

Go to the Optaros Tracker
Select an entry that is in the current week and does not have a QA score in the notes
Once you have selected a ticket, add a note to the Notes section: [Your name] is QAing

Access that ticket.

Go to the Optaros Jira Website.
If needed, log in with the credentials documented on the Optaros CARE Page
On the upper right hand of the page, click on ALL CWXTX issues
Find the ticket you selected in the tracker. And open it. You will use this Ticket for your QA.
On the right side of the ticket, check the Reporter:. If the Reporter is Call Center then there is a call you will have to pull as well as a pagerduty ticket. Use the Finding Your Call guides on this page to pull that call. You will have to use Optaros CARE Page to access and log into the Pagerduty site

Performing the QA

Start off in your Agent’s folder, where you saved the call you pulled.

Agent doesn’t have a QA form yet.

If the agent does not have a QA sheet for that client for that year/month, you will need to pull one from the templates folder from here:

\\192.168.128.220\Teamleads\Shared Queue QA\New QA Project\Templates\QA Templates\

Make sure the QA template is named:
Client – Agent Name – MONTH YEAR – QA Form Version
IE: “Educopia – Matthew Kennedy – August 2015 – v082015.1350cst.xlsx”

Once you have the template renamed, open it up and fill out the first tab:
Client: Should have the client name.
Month: Month that this form will hold QAs.
Year: Year that this form will hold QAs.
Technologist: First and Last name of the Agent
Save and close the form.

Using the QA Form.

Open the Agent’s QA sheet.
Navigate to the next QA tab that has not yet been filled out.
On the Email Evaluation Form side, fill out the:
Supervisor name of the one who team leads the agent.
Evaluator name of the one performing this QA.
Contact Date & Time of the email or call being reviewed.
Evaluation Date of the date this QA is being reviewed.
Talk Time of the call or the Response time of the email
Call, Chat, or Email depending on what is being QA’d.
On the QA Email Template side, fill out the:
Customer name.
You QA form is now ready. Proceed with reviewing the email or call.
Under each section, only adjust the drop down box and nothing else.
Yes is for compliance of that question.
No is when the agent fails that question.
NA is when that question was never a factor in the email / call.
Make sure all questions have either a Yes, No, or NA.

Using the Agent Feedback Section.

Fill out the 3 areas in the QA Email Template section as follows:
Areas of Excellence describes positives about the call or email.
Areas for Improvement describes the failures in the call or email.
Suggestions describes some tips for the agent to remember for the next call or email.
If you are QAing an email, feel free to place a copy of that email and response under the Suggestions section.
The rest of the form will auto-populate with the scoring, including the Index Page
Make sure you save the form so that no data is lost in the event of an unexpected computer shutdown.

Document your QA Score

Make sure you record the agent score on the QA tracker form. You will need to fill out the Queue name, Your name, the Agent name, and the Agent score. There is a note section in case you ever need to make a score correction, or if the score you are adding in have any sort of special circumstance.

QA Tracking Form.

You can check the status of submitted QAs on the QA Form Responses page.

Notify the Agent

The QA Email Template section is already filled out with the appropriate information and scoring. All you have to do is copy the section from the Dear Agent to the last comment section you filled out. If you are copying multiple QA scores, then the next QA’s Email Template only needs to be copied from the queue section to the last comment section you filled out.

If you have problems copying and pasting the form, use a screen capture software such as PicPick to take a screen shot of the email section. You can then mail that picture to the agent.

To: [email protected] ([email protected])
BCC: [email protected]
Subject: QA Score – (Client) – (First and Last Name)

Failing Scores

A failing score is anything under 80%

If an Agent fails a single QA, make sure you talk to that agent in addition to the email. Go over the areas that failed and explain what could have been done to make that a passing score.

If an Agent is failing multiple QAs, keep talking to the agent, but email [email protected] to let your Quality Manager know of the situation, and notate in the email all the in person coaching you have taken and the agent’s response to that coaching.