Page 33 - Learning and Development SOP Handbook
P. 33
QCA PROCESS FLOW
Two types of audits take place in an attempt to increase the quality of the
customer experience during phone interactions with agents.
#1 Audit selected by QCA Auditor: #2 DSM Randomly Selected Audit:
A call in which a quote for insurance All DSMs are required to conduct two
coverage was requested from the database random audits every week. The results of
and conducts a audit. She/he will score the the audits are entered into the portal. The
call based on the call characteristics in the QCA Auditor will randomly review audits
QCA checklist and submit it for review to conducted by DSMs to make sure that they
the appropriate DSM through the software are aligned with her/his expectations as
portal. proposed by the QCA guidelines. She/he
The DSM reviews the scorecard in the will verify the score on the audit and that a
portal and sees how the auditor scored the coaching session and acknowledgement by
Sales Agent. If the Sales Agent scored below the agent was accurately completed.
80%, the DSM coaches the agent toward Every Monday, an exception report is sent
improvement. by the Auditor to the RSMs, DSMs and the
If Agent scored at or above 80%, then the President of Sales to show which audits
DSM provides coaching for further success have been reviewed by the DSM and Agent,
techniques. and which are still pending. These audits
In the portal, the DSM adds comments to are part of the KPI for the RSMs/DSMs, so
the scorecard and sets performance the information is an important operational
expectations for future calls with need. This report is also available to DSMs
customers. The Sales Agent reviews and and RSMs via the QCA Portal in the
acknowledges the expectations from the reporting section so that they have free
DSM by entering comments and submitting access to the data.
the scorecard back through the portal. The DSMs should review the exception
The goal is for the Agent to work on the report and complete any outstanding
performance gaps identified during the scorecards for her/his Agents for the week
coaching session to improve performance (they are due no later than 5:00 each
on future re-audits. Saturday).
The Auditor evaluates all submitted reviews The RSMs should review the exception
to verify acknowledgment of the audit by reports and notify their DSMs who are not
the DSM and Sales Agent. If adjustments in compliance with the process.
are needed, then the Auditor will re-
evaluate the submission and/or adjust any
inaccuracies.
