Should you hire a QA Specialist or a Quality Intelligence Analyst?
Quality Intelligence (QI) is the new term to describe the convergence of Quality Assurance (QA) and Voice of the Customer (VOC) programs. But rather than just another acronym, it’s a new way of thinking about how you measure and improve your customer service program.
Job Description: Do you need a Quality Assurance Analyst or Quality Intelligence Analyst?
Organizations are realizing the limitations of traditional Quality Assurance (QA). While QA programs tell you where agents need help, the lack of focus on actual customers doesn’t justify the amount of time and effort that goes into these programs.
