The primary task of a Quality Assurance Verifier in Call Center is call monitoring and sharing actionable insight. This is somewhat similar to “Inspection” that we discussed during the march of quality however not the same. The motto of inspection was to identify defect but call monitoring is not a fault-finding mission. The purpose is to find the area of improvement aligned to key performance metrics. QA’s are often asked to perform a specific audit that is known as “Dip Check” when the target is to find the specific type of failure that is key to the business.
A QA will need to listen to call and fill up the evaluation from. This listening comes in the form of recorded calls, live calls, and side-by-side burning. For Call centers’ it is preferred that you listen to recorded calls to get optimum result.