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. And the number of QA analysts usually has to scale with the volume of interactions and or agents.
Quality Intelligence (QI) has emerged as a blend of traditional QA and Voice of the Customer (VOC) analytics to provide this wider insight, but also requires a different skillset.
See how the job description for a traditional QA specialist differs from this new Quality Intelligence Analyst to hire the right person for your needs or upskill your existing team.
