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How can I improve Quality Assurance?

I'm trying to expand my postion as a quality assurance rep for my west coast call center. I already monitor phone calls and make sure reps are properly helping the clients and I also manage the accounts the reps set up to make sure they are properly being set up. Thats not enough! I need you expert I ideas, sugestions, Just more things to make his job more effective!

Asked By: Jorginity - 8/9/2007
Best Answer - Chosen by Asker
Identify areas of trouble and design 1-hour training sessions to address those areas. Also, put into place some measures for screening and hiring in order to find the most qualified candidates.
Answered By: luisamapacha - 8/9/2007
Additional Answers (3)
As far as QA having significant quantative measures can be a good starting point since quality is rather hard to quantify. If you can determine that a change in a metric is directly correlated to a change in quality you can probably use that as a starting point. You have to define for yourself what might be good... More
Answered By: Chris - 8/9/2007
 
How about rewarding 100% compliance with a gift certificatre for a dinner or a small gift?
Answered By: petra - 8/9/2007
 
Hire Veterans... More
Answered By: STEPHEN R - 8/9/2007
 
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