Page 32 - Learning and Development SOP Handbook

QCA PROCESS FLOW

Purpose

Guidance on how to make sure calls with customers are done according to the
QCA (Quality Call Analysis) Guidelines
Applicability

Any agent who talks to customers over the phone is required to follow the QCA
guidelines to create a positive call experience
This process will give the QCA Auditor the opportunity to review agent calls to

make sure they are interacting with customers according to the QCA guidelines
Prerequisites

Agents will learn the QCA guidelines on the second day of their NAT, so NAT
attendance is required for this process to begin. Only agents who have been
employed for at least 30 days are eligible for auditing.
Responsibilities

Sales Agent is in charge of communicating with customers according to the
QCA guidelines

DSM is in charge of conducting their own audits to ensure the agents are
interacting with customers according to the guidelines (attached adjacent)
QCA Process and Expectations 2022
RSM is in charge of reviewing the QCA scores by region to ensure the scores

are above passing and the DSM addresses those agents with repeated low
scores

QCA Auditor has the primary responsibility of auditing the calls according to
the QCA checklist created for calls and verifying that the DSMs are
completing their responsibilities during the auditing process

Procedure:

All phone calls into and out of the business are recorded and stored in the

appropriate software system for the Agent’s location (gPlex Payment System for A-

MAX retail; gPlex Contact Center for A-MAX Call Center; gTalk PBX for ALPA retail).

It is expected that agents learn and practice the use of proper phone etiquette and
customer service that was introduced on Day 2 of their NAT session.