Communication QA Audit
Do you run a Customer Support/Success QA strategy, and do any of these sound familiar?
- Lots of employee resistance to reviewing.
- Everyone has a different opinion on what ‘quality’ means.
- Team leads feel overwhelmed with QA.
- QA efforts don’t appear to make a difference.
- Nobody knows how to use the QA platform correctly.
If you recognised any of the above points, I can help.
A good Communication Quality Assessment strategy makes the difference.
A successful QA strategy has a few essential ingredients:
– A clearly defined concept of what ‘quality’ means.
– A strong set of goals.
– Proficient analysts to execute the strategy.
Our Communication QA Audit provides your organisation with a thorough review of the current assessment strategies.
We’ll tell you which ingredients your team is missing and how you can revolutionise how your employees talk to customers.
The audit process
1. Preparation
During this first phase, we’ll gather what you already have in place. What does quality look like for your business right now?
Based on this initial conversation, I will define the current scenario and draw up an audit plan.
2. Audit
I’ll conduct a thorough QA audit by reviewing your policies and tool use, holding targeted interviews with stakeholders, and researching your business’ industry standard.
This part takes 2-4 weeks.
3. Recommendations
After the QA audit, we will review recommended next steps for improved agent engagement, performance, and operations.
We’ll also discuss options for ongoing collaboration.
See what others think
Ines’ guidance has been essential not only to the way I think of and make decisions around QA. But also to my confidence, as someone who is new in the field, It’s nice to sanity check with an expert. Her approach is kind and down to earth but clearly backed up by years of experience and multiple perspectives.
Natavia Morris-Lambo – Peek.com
Empathetic, outspoken, solution-oriented, and a gifted translator between the tech world and humans – that’s Ines in a nutshell. She not only understands both worlds, she is able to engage people across the divide, something I look for in a leader in the CS field. Her experience in quality initiatives that go far deeper than simply elevating CSAT set her further apart – so if you need someone to level up your support team, you should talk to her.
Valentina Thörner – The Remote Empire
In the several years, I’ve worked with Ines, she’s consistently focused on high-quality support by both making sure her own answers were great, and also helping her peers out. In all of this, it’s clear that she did so because of her deep care for our customers.
Job Thomas – WooCommerce/Automattic
All the interactions I’ve had with Ines have been absolutely amazing. She is intelligent, diligent, and extremely bright. Any company that decides to hire her is not only adding an asset to their team but adding one of the most amazing individuals I’ve had the pleasure to encounter. HIRE HER NOW!
Christopher Churchill – Codeable.io