I want to start running quarterly training sessions for our QA analyst staff members. I don't want to re-teach them their job, so what other training topics would you recommend?
Our research has found that all too often, QA analysts are not adequately trained to deliver effective coaching sessions to agents. Since coaching is an essential component of any successful quality monitoring program, all quality analysts would benefit from a course in effective coaching methods and motivation techniques. Training sessions can also be used to review updates to policies and procedures and to give your staff a comprehensive and accurate understanding of new regulations.
Additionally, all QA analysts should be thoroughly trained to complete evaluations consistently, familiarizing them with the standards for QA forms, scoring methodology and the correct areas for scoring each component of an interaction. If you are not already doing so, I highly recommend establishing a monthly calibration session as part of your ongoing training efforts.
For additional suggestions on training requirements for QA analysts, please access DMG Consulting's Training for Call Quality Analysts.
This was first published in February 2008