CALL CENTER 101: Quality Assurance (QA Tips and Best Practices)

UNDERSTANDING CALL CENTER METRICS EPISODE 2
In this video, I shared my experiences about QA or Quality Assurance in the call center. I talked about how you will be evaluated, an overview of the QA form, and the best practices or tips to hit your target QA rating.
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[@ReaNinja]

⭐️ A little bit late today coz I'm feeling super sick. If you have questions, please comment below. 💗 Also, follow the FB page for more updates fb.com/reaninja

[@juancarlosdeleon5206]

Rea hi .. I just wanna ask you what the most usual vocabulary for the call center or be over the phone I watch your videos but I can see. Like vocabulary for it

[@kashmalakhan367]

I have some questions I want new ideas n tips to enhance quality evaluation

[@jennifer6947]

You're such a genius with everything call center. 💜 Your expertise and cool personality is appreciated. Thank you for your videos.

[@selinamukwevho5789]

You are genius, this was recorded about two years back , assisting someone just appointed as QA today ,, gained a subscriber, thank you 🙏

[@ReaNinja]

Glad it helps. Thank you!

[@markbrad123]

Good to remind the quality assurance you have a big family who are also customers, so they also don't forget good customer service also

[@YongnianTaiChiUSA]

Nice job, thanks for sharing. Ninja!

[@dawnsison1066]

This will be very helpful ms. Rea. Thanks for creating this video. 👍

[@ReaNinja]

You're welcome, Dawn! Glad to help. 😃🙏

[@alohaelle17]

This is a big help! You enlightened me a lot and I think it's cool to be a QA analyst hehe. ☺☺

[@ReaNinja]

If you believe you have what it takes, go for it! :)

[@yasminem.9422]

Thank u so much ❤ Can you tell us how to improve AHT? And how to improve quality other than coaching and side by side?

[@MsJam-xt5qp]

Watched it twice 😊 Thank you for sharing ♥️♥️♥️

[@ashupal2278]

Please create a video of Quality Tools use in BPO international process OR in domestic process

[@allenmmolina382]

Hello Rhea, I am looking forward for your non voice q.a. Tips and best practices too..

[@amitbhatt1980]

Thank ..this is helpful..what is the difference between sympathy and empathy?

[@moawiaabdelrahim3189]

very helpful video and useful information, thank you for sharing

[@ReaNinja]

Glad it was helpful!

[@clarissecura8517]

Feel better sooooonest ms. rea😽☺️💕

[@ReaNinja]

Thank you. Appreciate it! 💗

[@isiselmasriya1334]

What about quality interview? If you are asked why do you want to apply to a job as a quality analyst..what will you answer please ?

[@herminiapanado5638]

Hello Maam Rea😊 Thanks a lot for some very helpful information😊😘 Just take care of yourself Maam Rea😊Godbless

[@ReaNinja]

Welcome. And thank you too for being here. 🙏💗

[@mystories4582]

very helpful thank you

[@greciaruiz9803]

Hi question what does ARM Roster and Verint mean when being QA I got QA on all 3

[@justshoppy2256]

Is QA role into manual testing or automation testing?

[@adolfocamargo7]

Hi Rea, I like the video. I understand you tryed to cover the noise which you were recording but the noise of the song at the botton was a little bit disturbing too and I could not hear some things, despite of that thanks a lot for share your knowlegde!

[@ReaNinja]

Thanks for understanding! :) My audio had been better since but this one I couldn't edit anymore, so maybe I'll update this soon.

[@rae_halvi6392]

I think the title is a bit misleading . i thought it was tips for the Quality Analysts but it's more like tips for the Agent to get higher QA score. Also just a tip better to record in a quiet room so that you won't have to mask the video audio with BGM. Or you can pause recording if it's really noisy 👌 Anyway thanks for this video. Good effort!

[@ReaNinja]

Thanks for watching! I really meant for the video to be for agents thus I didn't say QA analyst in the title. It's QA for quality assurance. 😊 This video was too long ago. Audio has since improved. Thank you!

[@thebossupacademy7261]

Agreed

[@Patriotic2508]

I want to make project for upcoming interview for Lead Quality Agent. Plz suggest that what I should cover in my topic?

[@shaira2432]

I'm so nervous. It's our QA later in our training. Huhu

[@shankarchakravarthy7904]

Hi , what are the kpi for Quality Analyst if asked in interview

[@annebisyosa2748]

Hi Rhea, i hope you can notice my comment because I'm going to apply as QA next week... Can you give me some tips for the interview and demo or assessment? Which can help me to practice.. tyia lovelots

[@ballercert]

Hi I am a QA specialist at a call center and I am having a hard time getting my team to have an average passing score every month. Any tips? Keep in mind I work with about 200 agents

[@isiselmasriya1334]

What about quality interview? If you are asked why do you want to apply to a job as a quality analyst..what will you answer please ?

[@nourhanhany9982]

@@isiselmasriya1334 because i love being the person who is responsible for meeting the customers expectations, also making sure i will always reach perfection that's why i find my self very eligible to it

[@nourhanhany9982]

You need to count the monitors to do, you need to follow the score card

[@angeljeon6993]

If I ask for the customer's account number or her phone number, do I need to verify and repeat if I got her numbers correct or I don't need to do that?

[@ReaNinja]

That really depends on your acct. For a bank for example, it's not advisable unless really necessary coz acct number can be a sensitive info. For telco and others, it's ok to repeat if you are not sure. But if you are sure, no need to repeat.

[@micoangelo13]

Hi anytips i have an interview this week for QA position, BPO company. What are the possible questions tho? Thanks in advance

[@rahmabarillo9557]

Kamusta po interview? Any tips po

[@Prettybrownbrown999]

What kinds of systems are used by Call Center QAs?

[@ReaNinja]

I remember we used NICE recording before.

[@mikevanderman2727]

Please wake me up when it's Friday and introduce me to the nice lady in the video.

[@ihavecrabs56]

Music keeps jumping up and down in volume.... Hard to hear u over it sometimes

[@ReaNinja]

It's audio ducking. Volume goes up when I don't speak and goes low when I speak. Perhaps not the best audio as mentioned in the first part because it had terrible background noise plus I was sick so I couldn't make my voice any louder. Thanks for understanding!

[@karismoffat1968]

Exactly!!!

[@divine1642]

Can calls be edited

[@beansamorio5874]

Where did u get ur shirt??? I love ittttttttt

[@ReaNinja]

Haha 😂 Sa gaisano mall po beside the house.

[@BADAOUINOOR]

the music is too loud

[@mackieduenas9468]

new subscriber here bakit ngaun lang kita nakita hehe anyways may bago nko panonoorin i like your voice 😍 I'm a BQA

[@ReaNinja]

Thanks so much Mackie! :)

[@pathfidelino5424]

hi po, i just wanna ask what is the lowest position in bpo as a agent? and how much the basic salary for beginner, i mean rate per day? thank you!

[@ReaNinja]

Hi Path! I wouldn't say it's the "lowest" position. 😃 It's one of the most important positions but I get your drift. Anyway, the basic salary for agents depends on the account / company and location. The least I'd say is 12,000 pesos and the highly-skilled tasks can be up to 30,000 pesos. Hope that helps!

[@pathfidelino5424]

because im planning to apply, so i want to ask what is the lowest position. i want to start below as beginner if ever i get hired. and about the account can i choose what i want or the company will provide it for you? thanks!

[@mackieduenas9468]

just want to share, try to learn other language, it will help u na maging triple to quadruple pa ang salary mo pag sa BPO industry 😊

[@aleshacaldwell7]

Great video how much can I earn with this?

[@redditartc6386]

Inbound ba yung QA? Pwede ko ba sendan ng mail ang hrd askin abou the account? Walang nakalagay dun sa post nila e. Tingin ko sa QA ako aapply kesa sa outbound. Parang mas mahirap yung out outbound e. Ate Rea, help.

[@ReaNinja]

Yung QA, it requires experience sa calls. Kasi ang work mo nyan is to listen to the calls of the agents and evaluate kung tama ba yung ginagawa nila sa calls. QA analysts don't really take calls anymore. 🙂

[@redditartc6386]

@@ReaNinja Nalito na ako. Iba yung QA at QA Analyst diba? I'm confused.

[@ReaNinja]

@@redditartc6386 QA means quality assurance (yung metric) so QA analyst is yung quality assurance analyst who evaluates the agents' calls 🙂

[@redditartc6386]

Nalito kasi ako sa reply mo tska dun sa job posting na nakita ko sa area namin. Yung open positions were outbound and qa. So, yung qa na yun was meant to be a qa analyst? Im shookt! Haha! Btw, thank you sa replies.

[@ReaNinja]

@@redditartc6386 Yes most likely ganun. Yun lang naman ang QA sa call center. Hehe. If outbound naman, depende sa project or account. May iba madali lang, meron din mahirap. 😂 But it's worth trying to build your experience. 😃

[@SWITHELLE]

What is your personal account on Facebook? I love the way you talk

[@Mich-ic8lj]

Hi, i'm gonna apply for qa position with my current account and hopefully ill pass it, can i ask for tips po or can i ask po what are the usual questions po during interviews.

[@mslynnangeles4982]

Hi! Can you give me some tips on how to pass the assessment for the QA position. Thank you so much

[@MsJam-xt5qp]

Can I request for some tips about handling Financial Account, Ma'am? 😊 I am under that LOB

[@ReaNinja]

What do you want to know? 😊

[@MsJam-xt5qp]

@@ReaNinja wow! 😲😱 Thank you so much for the reply, Ms. Rea May I ask for some tips on how to get over a dead end situation? I mean, when I don't really know how to solve the customer's concern because It is new to me (a newbie) and there is no floor support around. What to do if I don't know how to interpret the customer's account -like the residual interest etc. then I'm on the dead end because there's is no floor support at all? How to avoid the dead end as well? Knowledge base is useful but sometimes I can't get the exact intent and I am afraid of P.Rs and B.Is in our QA evaluation. Can you also share about PR or Potential Regulatory & BI , Business intent as part of Q.A evaluation? 😊 How to get a fair score on that? I am preparing for my Q.A in one of these days 😊 Any tips will be a huge help ♥️ Thanks ahead, Ms. Rea 😊😊😊

[@ReaNinja]

@@MsJam-xt5qp I'll put on the list of videos. Meanwhile, you may check this out and see if it helps for the mean time: kzbin.info/www/bejne/iH3FlYOjjJWBl7s

[@bottleneckpieces922]

Hello po! Is it true na pwede mag QA kahit no experience pa sa call center? Or hindi po ba advisable mag apply as QA kung wala pa pong relevant cc experience?

[@ReaNinja]

Much better if nag agent muna para knowledgeable na sa account

[@carrolala4512]

Beautiful video, just like you. ... you are my crush... subscribed.

[@ReaNinja]

Thank you Carro!! Appreciate it. 😊💗

[@carrolala4512]

De nada hermosa dama!

[@minhnguyen-rx5ys]

the video image is too poor, you need to fix it more

[@relatos3363]

Today someone has to wake 'er up😂

[@bradleevergara6075]

I love the statememt on your t-shirt 😍😄

[@ReaNinja]

Aww thanks Bradlee 😊💞

[@bradleevergara6075]

Checked your IG, you've got a great photography skills. I'm loving all your photos there 😍😃

[@ReaNinja]

Wow thank you so much! Appreciate it 🙏💗

[@karismoffat1968]

Gosh... The audio is terrible. I few sad for that, cause the content is actually great. Hearing it with a head phone is a nightmare. Kindly avoid going up and down with the volume. If you can.... Just saying!!!! Because the (upbeat) songs are too distractive.

[@ReaNinja]

That's why I had a disclaimer when the video started. 😊 I was already aware that the noise was terrible but I still had to publish the video. But thank you for watching.

[@JohnGee-kf2pg]

Hi Ms Rea. I want to ask if anong account ang banking services? Is it Financial Account?

[@ReaNinja]

Yes 😊

[@JohnGee-kf2pg]

@@ReaNinja Sa training ng Financial Account, bawal po ba magdala ng pen and paper pag sa training? Kasi newbie pa po ako at gusto ko mgdala ng pen at paper pang take down sa mga notes.

[@ReaNinja]

Nung training namin, pwede magdala. Pero paperless talaga sa banking. Better ask the trainer to be sure. 😊

[@JohnGee-kf2pg]

@@ReaNinja Maraming salamat Ms Rea

[@djangounchained2715]

An odd question, ano pong freelance job fit sa bpo QA?

[@ReaNinja]

A virtual/executive assistant is the most common one. You can start as a generalist and find something more specialized once you get the hang of it.

[@argielekkoruizsantillan9519]

music keeps coming in and out.. so irritating!

[@ReaNinja]

Yeah already mentioned it that it's not the best audio

[@shahinaaslam9040]

Some segments in the video are stamped not adjacent to each other

[@ReaNinja]

It's automatically added by youtube

[@yashpalsingh4379]

Why do you play background music in your videos it's very irritating

[@cianlander5232]

How much the salary of Quality Assurance analyst?

[@ReaNinja]

Iba-iba per company. 😊

[@cianlander5232]

Kung sa alorica?

[@subhodipmukherjee4560]

Best view in 1.5x

[@nialljacques9320]

so basic this tips... she talk talk talk and nothing new ahahahahah

[@ReaNinja]

Title says Call Center 101. If you find this basic, you're right so you should look for something else. LOL