Quality Assurance Peeps!!!

[elycu947]

Mahirap ba work nyo????May Quota din ba kayo tulad namin??? Ano type of monitoring nyo???? LIVE call or recorded???? Nag e steps taken din ba kayo??? nag che check ba kayo ng grammar and accent lapses o call flow lang????

Kwento nyo naman work nyo please...super hirap kasi sa amin....lagi kami Overtime na TY naman hehehehhe....gusto ko na lumipat!!!!!

[callcenterbum]

Mahirap ba work nyo????May Quota din ba kayo tulad namin??? Ano type of monitoring nyo???? LIVE call or recorded???? Nag e steps taken din ba kayo??? nag che check ba kayo ng grammar and accent lapses o call flow lang????

Kwento nyo naman work nyo please...super hirap kasi sa amin....lagi kami Overtime na TY naman hehehehhe....gusto ko na lumipat!!!!!

Nung QA ako ok lang madali work ko, flexi sched, sat-sun off, pero may quota syempre, 3 audits per agent, I handled around 45 agents tapos syempre may reports din. Mega OT pero di kami OTY may bayad yun kaya mayaman mga QA samin. Email yung account ko so emails ang inau-audit namin.

[-b-]

hmmm...

dati sa CC namin...

pag sinabing magcalls ka.. calls ka...

angal ka... may discussion log ka...

70-80 agents ang minomonitor, 10 calls each..

obliged kang magbigay ng recognition and call outs pag palpak ang csr...

minsan pag minalas ka assistant call center manager ng US or PH na side ang kausap mo at get ready for a debate...


eheheh...

ganyan sa amin...

[elycu947]

medyo weird sa inyo kasi kayo pala sumasalo sa mga palpak na agents...di ba dapat coaching lang kayo o recommend na ipa train yung agent....

[elycu947]

kakapagod maghabol ng quota...na hindi naman feasible...ayun sa study 5 calls a day lang ang dapat sa current na form namin, pero 8 calls pa rin ang quota namin...man!

[teancum]

ako nga 12/ day eh, 2 separate forms per call. 30 hawak ko agents and dapat 8 calls a month. OTY lagi. 240 calls, 480 evaluations combination of voice and documentation audits. labas pa dyan *** mga reports and reviews that need to be sent out.

[the.technician]

16 audits per day -- 7 hours of work a day -- we use advisor and superview -- recorded calls w/ screenshots -- madali lang yung work kasi 7 identifiers lang ang hinahanap namin

[FendeR_21]

up for this~! more power sa mga QAs :)

[totallyposh]

how much ang usual salary ng QA?

[xps_inspiron]

16 audits per day -- 7 hours of work a day -- we use advisor and superview -- recorded calls w/ screenshots -- madali lang yung work kasi 7 identifiers lang ang hinahanap namin

yup laking tulong ng etalk kc agents will know their mark downs! ako nmn 5-10 live calls per day depende sa queue and yung recorded depende sa bilang ng nasa superview.and mostly BQ agents lang ang my 1x1 coachning. buti na lang wala na yung macro enabled excel file K. UMesh.pahirap.

di rin madali maging a kc dependent agents syo pag di nila alam gagawin nila lalo na kung si agent eh sakit sa ulo. but then it rewarding lalo na kapag nageexceed ang rep.

[elycu947]

may idea ba kayo kung ano ginagawa ng mga QA sa Sutherland???? hehehhe ask lang....baka mas madali work nila dun...hehehhe...

[pang_gulo]

madali kung sa madali knowing that di ka nagsasalita while working unlike agents but the job is very stressful coz active listening & brains ang ipapairal mo to avoid disputes plus yun nga, hitting the goal even if it's not feasible.. haaay..

[elycu947]

up for this!

[eegelsI]

Hahah!! I guess we're all in the same dilemma. quota to the max, coaching and reports. The story of our lives. I recently moved to a new company and I'd say this is the most challenging primarily because of the client. Iba-iba ang process, yung client iba-iba ang standards during calibration. The client's tools also sucks. Kaya mahirap mag-evaluate ng calls. I remember nung tech account pa lang ang hawak ko, kahit 13 calls per day kinakaya... live and recorded pa yun. I hope my fate will change next year. I will be transferred to a tech account by January.

[FendeR_21]

compared to other positions in the call center industry... medyu underpaid ang QAs especially with the workload we have, as far as i know in the company im with, pero aside from that, so far ok.. nothing beats flexi :)

[James Richard08]

Im a Sup and QA ay kalaban ng production/operation.....heeeee...

sa amin.. super palpak ang QA..... by the book mag monitor w/o using his/her head..... kaya kakaawa ang mga agents.... walang ka sense sense ang markdown.....

Super OA ang QA....

I still prefer QA nang Amerikano... may sense ....

[jervin1981]

sang call center ang may opening ng QA position now?

[FendeR_21]

if you dont mind me asking, why'd you wanna be QA?

usually QAs are internally hired from what i know since, it easier to adapt if you came from the same place, but if the program is growing rapidly. the need for an external, experienced QA is inevitable.

[pang_gulo]

Im a Sup and QA ay kalaban ng production/operation.....heeeee...

sa amin.. super palpak ang QA..... by the book mag monitor w/o using his/her head..... kaya kakaawa ang mga agents.... walang ka sense sense ang markdown.....

Super OA ang QA....

I still prefer QA nang Amerikano... may sense ....

too bad kung ganyan ang tingin mo sa mga QA's dyan.. as for me, it's very much complicated coz we're evaluating american agents for a tech acct.. ang hirap tuloy mag multi-task but it's ok coz i love what i'm doin.. :D

[bluebearfrancis]

Wow.... i think it really depends on the Qa analyst.. nung Qa ako di naman ako ganun ka OA... i just make sure that all my "dings" are reasonable. consider pa rin yung true customer service.. syempre hinahayaan ko pa rin dumiskarte ang mga agents sa call as long as they follow the "thought" ng mga suggested spiels. .. but I guess I would also agree na meron talagang Qa na ganyan... sobrang by the book na parang hindi naging agent... hehehehe.. quota yes.. we have quotas... time management pa rin... hehehehhe

[boundaryless]

hey peeps! 24/7 Customer is in need of Quality Assurance people - - go and send your resume rec-noncsr@247customer.com.

[stitches]

hi boundaryless... nag b bounce po ata pag mag send ng email sa addy nyo? .. im tryng to refer my friend po.. thanks

[boundaryless]

sorry its recruit-csr@247customer.com - thanks for clarifying this with me:)

[jervin1981]

anyone here from APAC QA? pls pm me.

[vladimir_archer]

magkano po basic ng QA sa 24/7?
baka sobrang toxic naman jan..

[rubberr_ducky]

San school or institution ang nagtuturo ng six sigma? Any ideas anyone? :)

[vladimir_archer]

QA peeps.,
would u mind posting ur respective companies and salaries..
:bashful:

[DI10]

ako before I got promoted as a Team Leader in HSBC...
range ng salary ng QA dept samin is 25k to 29k basic.
exclusive of:
transportation allowance
communication allowance
hazard pay
meal allowance
night diff

[ninjathet0312]

16 audits per day -- 7 hours of work a day -- we use advisor and superview -- recorded calls w/ screenshots -- madali lang yung work kasi 7 identifiers lang ang hinahanap namin

taga NUCOMM ka at Qwest ang account mo... LOL

[vladimir_archer]

QA peeps.,
would u mind posting ur respective companies and salaries..
:bashful:

[James Richard08]

too bad kung ganyan ang tingin mo sa mga QA's dyan.. as for me, it's very much complicated coz we're evaluating american agents for a tech acct.. ang hirap tuloy mag multi-task but it's ok coz i love what i'm doin.. :D

Ewan ko ba.... iba talaga ang QA sa amin... instead na makakatulong...e hindi.... the analysts dont know our account that well.... they are inconsistent in judging a call... they are not calibrated... ang hirap 2loi mag coach..... iba iba ang markdown..... somehow aside from being inconsistent... they are incompetent.....

[vladimir_archer]

Ewan ko ba.... iba talaga ang QA sa amin... instead na makakatulong...e hindi.... the analysts dont know our account that well.... they are inconsistent in judging a call... they are not calibrated... ang hirap 2loi mag coach..... iba iba ang markdown..... somehow aside from being inconsistent... they are incompetent.....

saang company po yan?

ETELECARE'S QA salary SUCKS SUPER BIG TIME!!!!!!!!
SOBRA!!!
:grrr: :angry: :grrr:

[maegsoron]

meron external hiring QA specialists sa TeleTech, kailangan lang meron ka QA experience. (Global QA Specialists) The salary ranges depending on your experence, the more the higher syempre.

[James Richard08]

Secret... baka ma charge pa ako ng "unbecoming of a supervisor"... e Supervisor pa naman ako...heeeeeeeeee..................

** ko lang nasasabi ang mga gusto kong masabi... at least pagkatpaos kong masabi .. wala na.... Move on na !

[@ScorpionKing@]

Ewan ko ba.... iba talaga ang QA sa amin... instead na makakatulong...e hindi.... the analysts dont know our account that well.... they are inconsistent in judging a call... they are not calibrated... ang hirap 2loi mag coach..... iba iba ang markdown..... somehow aside from being inconsistent... they are incompetent.....

Secret... baka ma charge pa ako ng "unbecoming of a supervisor"... e Supervisor pa naman ako...heeeeeeeeee..................

** ko lang nasasabi ang mga gusto kong masabi... at least pagkatpaos kong masabi .. wala na.... Move on na !

That's why meron calibration... It's NOT about them not being calibrated. It's both QAs and Supervisors being calibrated with the Clients expectations.

Unless you are the client, then you can't say the QAs are not calibrated.

[ninjathet0312]

That's why meron calibration... It's NOT about them not being calibrated. It's both QAs and Supervisors being calibrated with the Clients expectations.

Unless you are the client, then you can't say the QAs are not calibrated.

ahhmmm... being a QA supervisor, sometimes I get reassessments/ disputes (approved -meaning error on QAS's part.. I overturn scores of my QASs and QAAs too in favor of agents). While, I won't say that QASs are NOT calibrated, it's not ALL the time that QASs are WELL calibrated too. QASs are not perfect. There are few who thinks that they are "God". That is why I can't blame others if they would perceive QASs as fault-finders.

Marami ding "QA" na kamote at nagdudunungan... LOL

[Pointless]

I agree with ninjathet0312, QA evaluators/analysts are also human and may make mistakes. Most of the time they have to make judgment calls, not every call is the same, sometimes what was correct for one call becomes incorrect for another.

[ninjathet0312]

I agree with ninjathet0312, QA evaluators/analysts are also human and may make mistakes. Most of the time they have to make judgment calls, not every call is the same, sometimes what was correct for one call becomes incorrect for another.

sinabi mo..well for the technical part ng eval form, we have no choice but to be objective. pero *** soft skills naman like dead air, grammar, hold procedure and the likes, it could be amenable, subjective. approach should be on a case-to-case basis. buti na lang, di kasama sa eval form namin *** ganong identifiers.

[James Richard08]

Sa inyong palagay, is it okay na magtawag ang QA Analyst sa account na hawak nila ?

One way para mawala ang mga dispute na walang kwenta..esp sa mga markdowns! Kasi kaming mga Sups/TLs are tired of disputing invalid markdowns..... dagdag trabho.... heeeeeeee

any comments ?

[SpyderSense]

Im a Sup and QA ay kalaban ng production/operation.....heeeee...

sa amin.. super palpak ang QA..... by the book mag monitor w/o using his/her head..... kaya kakaawa ang mga agents.... walang ka sense sense ang markdown.....

Super OA ang QA....

I still prefer QA nang Amerikano... may sense ....

Secret... baka ma charge pa ako ng "unbecoming of a supervisor"... e Supervisor pa naman ako...heeeeeeeeee..................

** ko lang nasasabi ang mga gusto kong masabi... at least pagkatpaos kong masabi .. wala na.... Move on na !

Sa inyong palagay, is it okay na magtawag ang QA Analyst sa account na hawak nila ?

One way para mawala ang mga dispute na walang kwenta..esp sa mga markdowns! Kasi kaming mga Sups/TLs are tired of disputing invalid markdowns..... dagdag trabho.... heeeeeeee

any comments ?


Ilang beses mo ba kelangan i-reiterate na SUP/TL ka??? First time?:D

Gets na namin kase. Anong call center ka ba? Let me guess, isa sa pinaka-JOLOGS na call center...ICT?!

Madali lang maging SUP/TL/QA jan sa ICT kaya wag mo na ulit-ulitin hehehe:rotflmao: Try mo mag-aplay sa ibang CC sigurado di ka tatangapin. Bekla! :p

[bronxdude]

guys, am a qa already and gusto ko sana lumipat sa iba. problem is undergrad ako. san kaya pede?

[James Richard08]

Sa ICT.... madali lang pumasa doon... apply ka TL o Sup o QA..... sabi ni sypdersense dali daw doon...

mukhang frustrated ......

[vladimir_archer]

Sa ICT.... madali lang pumasa doon... apply ka TL o Sup o QA..... sabi ni sypdersense dali daw doon...

mukhang frustrated ......


salary range and benefits naman dito..
compensation package pls..

[vladimir_archer]

saang center mabilis ang movement ng QA?
heheh..

[FendeR_21]

i smell frustration :)
peace man.. iisang bangka tayu

[vladimir_archer]

sobra pare..
:grrr:

[ASPERCOM]

saang center mabilis ang movement ng QA?
heheh..

Try Transcomn... they have a big department for QA. I starteda as QA there and before pa ako na regularize i was promoted as Ops sepervisor. May thread dito about that company... but don't be discorraged... they are not talking about the company, just some rusty people who aren't supposed to be in the position.

I just resigned kasi I transfered house to Cavite... do you know aCC where I can apply as QA or TL?

[vladimir_archer]

^^^
thanks for the info..
sa alabang ayaw mo?
marami dun..
convergys, etel, hsbc, Genpact, GE, etc..

[rubberr_ducky]

Try Transcomn... they have a big department for QA. I starteda as QA there and before pa ako na regularized i was promoted as Ops sepervisor. May thread dito about that company... but don't be discouraged... they are not talking about the company, just some rusty people who aren't supposed to be in the position.

I just resigned kasi I transfered house to Cavite... do you know aCC where I can apply as QA or TL?

Bossing you want to try Ttech-Cavite or one of the cc's po sa may Pque area :)

Grabe yung Transcomm thread. Ang gugulo ng mga poster dun. Tama sinabi mo po. hehehe:rotflmao:

[vladimir_archer]

Lipat na tau...

[FendeR_21]

mass resignation of QAs na! Go go go!

[cerebral]

Do you want to stand out of the flock....

what better way than to have a team/ account/

department jacket..

if you are interested text me at 09065205525

or email ryan.asi@gmail.com

just have a design/ idea ready and lets

meet..

hope to hear from you.

Thanks

[vladimir_archer]

2 QA nanaman nagresign dito makati bro..
:bashful:

last day ngayun..
pang 8th and 9th QA na since january..

[Zaft Elite]

Miski papano petiks naman trabaho ng QA. Usually Wednesday pa lang eh quota na ko sa evaluations ko kasi mabilis ako magscan. So Thursday at Friday, nakabook na ko sa sleeping quarters for almost the entire shift. :lol:

Maluwag naman ako pag evaluations, kahit nagbrowse pa yung mga agents sa internet, carry pa rin at pinapalampas ko for as long na resolve yung issue. Pero pag calibration siyempre dapat higpitan.

Kaya pasko lagi yung quality scores ng mga agents pag ako QA nila. :rotflmao:

[FendeR_21]

@Zaft... Saan center mo?

[Zaft Elite]

@Zaft... Saan center mo?

Teletech-Bacoor :(

[FendeR_21]

Teletech-Bacoor :(

what's with the sad face?!

[Zaft Elite]

what's with the sad face?!

Kasi probinsyang-probinsya ang lugar. Papasok na lang ako sa office, makakakita pa ako ng baka at kambing na tumatawid sa kalsada. Wahhhh!!! Sobrang na culture shock ako. :lol:

[Zaft Elite]

meron external hiring QA specialists sa TeleTech, kailangan lang meron ka QA experience. (Global QA Specialists) The salary ranges depending on your experence, the more the higher syempre.

^^^
I don't recommend this. Waste of time. :lol:

[FendeR_21]

magkano salary range sa Teletech QA? :)

[vladimir_archer]

lipat na tau pare..

[FendeR_21]

relax lang chong.. baka same2 lang tayu sa teletech na rates :)

[_aerdna_]

Sa Teletech Pampanga b open ang QA position?

[vladimir_archer]

^^^
gusto ko 24/7 or ibm..
taas daw dun..

hsbc kasi wala external hiring.

[FendeR_21]

pwede external hires sa 24/7 or ibm?

[vladimir_archer]

pwedeng-pwede! :D
dito ka na sa mla tol..

[rubberr_ducky]

Namimiss ko na yung vl at sl ng ttech. Bihira lang ako makakita ng accumulating leaves kada buwan. Ang di ko lang nami-miss ay yung pasaway na mgmt.

[celfreak30]

Hi guys! I need your help. I will have my final interview tomorrow for an external QA position in a call center. Can you give me some ideas on what they will be asking me? I mean, can you give me the responsibilities of this job? All I know is that as QA, you will be monitoring calls/emails of agents and you will score them based on the criteria set by the client/management. Afterwards, you will create and submit reports based on the scores and markdowns of the agents, and recommend corrective actions for these. What else? I'm sorry I'm not so familiar because I came from a non-call center industry, although I worked in a call center 3 years ago as an agent for two months (contract was good for two months only). The call center I'm applying with did not require QA experience for the external QA position. They were even accepting fresh graduates. I hope they will understand that I'm not so familiar with the QA job because I don't have related experience but I think it will help if I research a little. I guess the company would be willing to give intensive training since they were accepting fresh graduates and those with no related experience for this position. What do you think the interviewers will expect me to know? Please give me some ideas and tips to be able to pass this interview. My goal really is to work as a QA or WF analyst in a call center but other call centers require previous related experience. So I guess if I fail this application, I have no other choice but to apply and start as an agent and just work my way up to be promoted to the QA or WF analyst position. Thanks in advance for your replies!

[celfreak30]

Help. Anyone? Thanks in advance.

[FendeR_21]

we'll they will be interested in your skillset and experience as a QA before and how you will fare in a call center environment. For a call center QA, ratings or evaluations maybe the bread and butter but that's not all. The skill to coach is very important, that's why you must know how to deal with different people, especially defensive coachees. Im saying this because some centers might need QA intervention in operations. Aside from that Qa is pure support to operations, impress them with knowledge on the QA's role in the call center scene and based on my experience, the magic word is QA and training should work hand in hand for operations to be successful. Just find your own explanation/meaning regarding that. my two cents.

[celfreak30]

Thanks so much for the reply. I don't have previous work experience as a QA that is why I'm trying to research a little so that I may be able to answer their questions. Any reply from other QAs here? I mean, what do you think might be the interviewers' expectations from someone who doesn't have previous QA analyst experience? Please give me the most important points for them to consider someone for a QA post. Thank you very much in advance!

[bronxdude]

lipat na tayo mga qas. :lol:

dito samen okay naman. problema namin yung operations. haha! di kasi sila magkasundo ng maayos eh

[FendeR_21]

@bronx - san site mo? ganon naman yun. minsan di maintindihan ops trabaho natin ehhe

[bluviolet]

Hello. I am being offered by Teletech to become their Senior Quality Manager. I have no experience in the call center industry so I don't know what to expect and if I should even consider this post. Do you guys know how much they pay for this position?

Thanks for your help. =)

[vladimir_archer]

wow!!!
senior QA manager with no QA cc experience??!

what industry ka galing?
what's ur previous job if u don't mind me asking?

[vladimir_archer]

lipat na tayo mga qas. :lol:

dito samen okay naman. problema namin yung operations. haha! di kasi sila magkasundo ng maayos eh

saan naman yan bronx?:confused:


@bronx - san site mo? ganon naman yun. minsan di maintindihan ops trabaho natin ehhe

oo nga.. oo nga.. ;)

most of the TL's think na sobra tayo strict eh yun nga kasi yung nature ng work natin eh.. hindi tayo pwde maging kasing-lenient nila..

[batang_yagit]

saan naman yan bronx?:confused:




oo nga.. oo nga.. ;)

most of the TL's think na sobra tayo strict eh yun nga kasi yung nature ng work natin eh.. hindi tayo pwde maging kasing-lenient nila..


yup, i agree, kaya nga quality dba.. *** pagiging strict natin is nothing personal..

[bluviolet]

wow!!!
senior QA manager with no QA cc experience??!

what industry ka galing?
what's ur previous job if u don't mind me asking?

I still am the head of the quality assurance department in our company. It's not a call center but it has a similar setup

Would anyone know what the going rate for a Sr. QA Manager is? Thanks guys

[vladimir_archer]

I still am the head of the quality assurance department in our company. It's not a call center but it has a similar setup

Would anyone know what the going rate for a Sr. QA Manager is? Thanks guys

not sure coz QA sups ranges from around 35k - 50k
managers ranges from 50k-80k
senior manager will be more than a hundred ofcourse!:naughty:

[FendeR_21]

alam ko QA sup sa etel 30k lang
hehehe

[bronxdude]

@bronx - san site mo? ganon naman yun. minsan di maintindihan ops trabaho natin ehhe

saan naman yan bronx?:confused:




oo nga.. oo nga.. ;)

most of the TL's think na sobra tayo strict eh yun nga kasi yung nature ng work natin eh.. hindi tayo pwde maging kasing-lenient nila..


sa makati guys. :lol: due to the NDA that I signed, I am not allowed to tell the exact center I work for.

Pero sa Pasong Tamo area lang kami. LOL


@ vladimir_archer -- so true. nirereport namin yung mga lenient na supes sa operations, pero wala pa rin

[vladimir_archer]

alam ko QA sup sa etel 30k lang
hehehe

talagang sinabi!
:eek:
hahah!!! :rotflmao:
sa etel lang yun!
napaka-bulok ng sistema para sa support!!!

sa makati guys. :lol: due to the NDA that I signed, I am not allowed to tell the exact center I work for.

Pero sa Pasong Tamo area lang kami. LOL


@ vladimir_archer -- so true. nirereport namin yung mga lenient na supes sa operations, pero wala pa rin

anu pa edi
West o kaya Sutherland..
:naughty:

san tayo lilipat?:confused:

[vladimir_archer]

hmm..

san kaya ok?

[gurl_taray18]

sa 24/7 ok, dun ako dapat lilipat kaso i decided na rest muna ako from call center work so di ko tinuloy.ahaha if ever i decide to go back to the cc industry, dun ako mag a-apply.

[vladimir_archer]

^^^
dun ko nga gusto..
sana may magbigay ng feedback sa support team ng 24/7..

[FendeR_21]

24/7, QAs start @ 30k daw

[vladimir_archer]

alam ko 25k-30k
*** kaya makakapag-confirm nun?

[bronxdude]

anu pa edi
West o kaya Sutherland..
:naughty:

san tayo lilipat?:confused:

pili ka lang dyan sa dalawa. choose the lesser of two evils. :rotflmao:

honga san ba tayo lilipat? tara

[gurl_taray18]

not sure bout sa 25-30k in 24/7 but i have friends there in QA that got 30k+

[vladimir_archer]

calling 24/7 QAs..
heheh..

[bronxdude]

honga. LOL. kaasar dito samin eh. liit ng sweldo. :lol: pang-agent.

[gurl_taray18]

mabait pa *** TQ director sa 24/7, kaya ok na ok.hehe

[vladimir_archer]

so magkano nga?
hmm..

[bronxdude]

mabait pa *** TQ director sa 24/7, kaya ok na ok.hehe

eh magkano nga? :lol:

[Nate_Fish3r]

eh magkano nga? :lol:

honga, magkano?? haha.uy friend happy ka naman diyan so wag ka na magresign. :lol:

[gurl_taray18]

aba ay kakakulit ninyo :bop: said im not sure sa exact amount but my friend is getting more than 30k...more than 30k but less than 35k...not sure if ganun ang offer sa lahat ng QA applicants...shempre based din sa previous work experience & *** current salary...we used to work pala in cvg.

[bronxdude]

honga, magkano?? haha.uy friend happy ka naman diyan so wag ka na magresign. :lol:

hahaha! naku friend buti sana kung nakakabuhay ng pamilya ang hapiness lang. :lol:

tara apply ka na rin

[veronikadecides]

meron ba opening ng qa ang 24/7 currently?

[vladimir_archer]

^^^uy.. interesado rin!
:naughty:

[veronikadecides]

greener pastures my friend, baka lang ako...

[Zaft Elite]

Question lang sa mga QA sa 24/7

Anong account ba meron opening sa QA? Tech Support o Customer Service? Totoo ba na 30K starting? Ano ba ang hiring process sa 24/7? Flexi ba sched ng mga QA dyan?

:confused:

[vladimir_archer]

24/7 QAs..
nasan na ***?
:confused:

[James Richard08]

For QA peeps po, Tanong ko lang po some issues na i wanted to clarrify from QA peeps talaga; Im in Ops and we have many issues with QA;
1. Who own coaching log? Kailangan bang isubmit ang mga coaching log sa QA Dept?
2. Kahit ba 100 na ang QA score o higher than 90 ang QA score, kailangan pa bang i coach ? Di ba dapat ang mga mababa lang ang QA score ang dapat bigyan nang coaching log ?
3. During QA calibration session, kailangan bang ang QA ang magbibigay nang number to calibrate? Di ba dapat random ? And besides, dapat bang i forward sa QA Manager ang score o review na calibrate? Di ba hindi....

Yun lang muna...

I need your answers!

[Nate_Fish3r]

For QA peeps po, Tanong ko lang po some issues na i wanted to clarrify from QA peeps talaga; Im in Ops and we have many issues with QA;
1. Who own coaching log? Kailangan bang isubmit ang mga coaching log sa QA Dept?
2. Kahit ba 100 na ang QA score o higher than 90 ang QA score, kailangan pa bang i coach ? Di ba dapat ang mga mababa lang ang QA score ang dapat bigyan nang coaching log ?
3. During QA calibration session, kailangan bang ang QA ang magbibigay nang number to calibrate? Di ba dapat random ? And besides, dapat bang i forward sa QA Manager ang score o review na calibrate? Di ba hindi....
Yun lang muna...
I need your answers!

Hi James_Richard08. I was a QA before for a customer service account (Utilities).Here are my answers to your questions :
1.Yes we require the team leaders to forward the coaching logs to QA department.They usually send it via email.Para malaman din ng QA kung calibrated ba ang Ops sa QA at Training at kung tama ba yung coaching na ginawa.
2.Kung perfect score naman, I dont think kailangan pang icoach.Yung coaching log,score lang siguro ang nakalagay dun saka yung good points kung bakit 100 si agent.
3.Random ang pagpili ng call na icacalibrate.Sa amin nakacopy ang QA manager sa review/calibration minutes.
Hope this helps.I think the answers still vary from one call center to another.

[gurl_taray18]

For QA peeps po, Tanong ko lang po some issues na i wanted to clarrify from QA peeps talaga; Im in Ops and we have many issues with QA;
1. Who own coaching log? Kailangan bang isubmit ang mga coaching log sa QA Dept?
2. Kahit ba 100 na ang QA score o higher than 90 ang QA score, kailangan pa bang i coach ? Di ba dapat ang mga mababa lang ang QA score ang dapat bigyan nang coaching log ?
3. During QA calibration session, kailangan bang ang QA ang magbibigay nang number to calibrate? Di ba dapat random ? And besides, dapat bang i forward sa QA Manager ang score o review na calibrate? Di ba hindi....

Yun lang muna...

I need your answers!

i was a QA for a tech acct (ISP) before...to answer your questions:
1. i believe this depends on the structure of your acct. in our case, agents i think have a copy of their coaching log then it's their TLs who keeps a copy of those. the TLs never gave a copy of their coaching log to us primarily because in our acct, QAs does not coach (well before yun, now they do coaching).
2. that is a common notion of the word "coaching"...pag sinabi ng TL na coaching, ang iniisip agad ng agent is may markdown sya or may mali syang ginawa. "coaching" is not just done to correct a behavior, it is also used to point out the agent's AFIs. as they say, "there is always a room for improvement", hence the need to coach an agent even if the score is passing. let's say an agent gets a 90, don't you think he should be coached so that the next time he'll be monitored he'll get a 100?
3. again, this would depend on the structure of the acct. in my acct before, we have 3 types of calibration that is done weekly. there is the weekly calibration with ops & the clients, 2nd is the calibration between ops & QA team, then 3rd is the calibration amongst the QAs. it is usually, and should be random. like when we have calibrations with the clients, we just pull up avaya cms, barge in then wait for a call to come in. random cause we dont know which agent will get the call. the calibration naman between ops & QA team, we usually get recorded calls from etalk superview. random pa rin in the sense that we just choose the agent, but we dont really listen to the call until the calibration time itself. the same goes for the calib amongst QAs.

hope this helps...:)

[Zaft Elite]

Question lang sa mga QA sa 24/7

Anong account ba meron opening sa QA? Tech Support o Customer Service? Totoo ba na 30K starting? Ano ba ang hiring process sa 24/7? Flexi ba sched ng mga QA dyan?

:confused:

24/7 QAs..
nasan na ***?
:confused:

*bump*

Hello? Mga QAs ng 24/7...naghihintay kami ng mga kasagutan. :lol:

[gurl_taray18]

^ i'm not a QA from 24/7 but i applied there last year (around oct) so i'll just share with you my experience...

for the recruitment process...1st, you'll take a test, i don't remember exactly what it's called but the test is in 2 parts & has something to do with grammar & vocabulary. you have to pass both so you can move to the 2nd stage. 2nd, i was interviewed by the recruitment officer. the questions are quite easy, it's just based on whatever is in your CV. 3rd stage is the interview by the QA manager. 4th and i believe this is the last one, is the final interview by the TQM (training & quality manager). after that i was told to wait for their call as to when will be the job offer. if you ask what happened, i did not pursue my application cause i decided to take a break from the cc industry.hehe but my CV naman is in their active file.

sa salary naman, im not sure if they give 30k for basic pay but for sure it'll be based on your current pay, your previous experience, etc. i have a friend there who got more than 30k for her basic pay. she's a TL now.

yan lang po ang masasagot ko, wala akong idea sa sched nila kung flexi & kung may mga opening ba sila now for QA.

hope this helps...

[MCPex08]

any QA here from accenture bpo?

[vladimir_archer]

wzup QA peepz?

san may opening ng QA?

refer niyo nah ko..:mecry:

[aceylicious]

para po sa mga naghahanap ng trabaho na galing sa quality department...the job description for the internal quality auditor for our company is in process pa..pero we will be hiring 2 internal quality auditors by the end of this year or early next year...the salary range will be based from your experience and this will be an exempt position...so malamang may idea na kayo kung ano ang salary range ng mga employees na exempt ang position....

yung position will not involve auditing and monitoring calls...ang i-aaudit po ng internal quality auditor ay yung mga processes ng iba't ibang accounts na meron sa call center namen..also..the internal quality auditor should ensure that the processes that they create and standardize should follow the COPC standard...

skillset na hinahanap namen for the IQA post - kailangan six sigma certified (green belt), may alam sa project management and change management, certified COPC auditor (kahit hindi sa call center industry)...ooops...pinaka-importante pala is yung marunong ng process mapping...yung hindi lang basta-bastang process mapping...yung process mapping following the six sigma methodology..yung meron mga KPIV's and KPOV's... basta sabihin ko na lang sa inyo yung details once we finalize the job description....