Using a QA platform such as Scorebuddy, Playvox, MaestroQA or EvaluAgent...but not using One-to-Ones to track how feedback is being used to improve performance.
Situation / Context
The QA funtion is performing well.
It's efficient due to the use of existing software however the team is frustrated as they have no visibility into how they're feedback is used by the organisation.
As a result they not only feel demotivated but they'll struggle to connect QA results/insight to performance improvement. (Similar to how some marketing functions struggle to demonstrate impact on revenue). T
They lack the tools they need to have visibility into the quantity, quality and effectiveness of coaching/one-to-ones.
Additionally managers/team leaders are likely to be using their own frameworks/approaches to performance management leading to inconsistencies in the management of individual agents.
Resulting Pains
Lots of insight but no performance improvement or visibility into how insight is being used.
Even if the overall KPIs are improving the department has no way of demonstrating impact.
The quantity and quality of Manager/Agent one-to-ones differs dramatically.
