What Do You Call Your “Quality Assurance” Team? Related Articles Quality Assurance Vs Team Supervisor Call Centre Quality Assurance: How to Create an Excellent QA Programme Call Centre Quality Assurance Guidelines & Tips Call Center Quality Assurance Calibration Guidelines © Michael Flippo - Adobe Stock - 330408576 1,219 Filed under - Forum, Names What Do You Call Your “Quality Assurance” Team? Looking to reinvent or rebrand the QA team here, and since we do so much more than just evaluate (we focus on the low performers in KPIs and Customer Sat Surveys, while the Supervisors take care of the routine checks on everyone) We will be adding Speech Analytics and do a lot of target edevaluations and root cause analysis. Thought and suggestions greatly appreciated. We have a couple such as: Customer Experience Representative or Customer Loyalty Representative. Question asked by Mike How About Quality Central How about Quality Central? We have also had a couple of discussions on what to call the Quality or WFM teams With thanks to Jonty Moving From Quality Team to Coaching Team We discussed this on today’s webinar. One of the discussions was about changing the focus from Quality (often a box ticking exercise) to Coaching, which is all about changing behaviours. So perhaps a new name would be “The Coaching team”. With thanks to Jonty How About I-Quality One of our readers Colleen said – We call our QA “i-Quality”, pointing to the fact that it’s “my” responsibility, “I” am in control and drive the outcome and the overall outcome is based on how “I” perform. It’s all about realising that my efforts and performance make a difference to the performance of the team as a whole. It gives the idea that everyone gets involved in the success of the organisation. With thanks to Jonty Author: Jonty Pearce Published On: 12th Apr 2022 - Last modified: 21st Sep 2022 Read more about - Forum, Names Recommended Articles Quality Assurance Vs Team Supervisor Call Centre Quality Assurance: How to Create an Excellent QA Programme Call Centre Quality Assurance Guidelines & Tips Call Center Quality Assurance Calibration Guidelines Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter