Moving Towards Greater Success: Creating a QA Framework for a Transportation Client

THE CLIENT

When one of Canada’s largest transportation service providers switched to itel, the company lacked a dedicated Quality Assurance (QA) framework that could support high-quality customer interactions. They were missing a formal feedback-coaching process that could undertake the complexity and scale of the account, which included several lines of business, and two main CX channels, Voice and Email. The solution had to be easily scalable and adaptable to various agent roles while providing visibility into performance for Operations and QA teams. It had to provide uniformity in both scoring methodology and coaching processes, while being functional without a dedicated QA tool, maintaining a less than 5-point score variance between QA analysts and auditors, so that quality control remained consistent and accurate.

WHY THEY CHOSE ITEL

Though the absence of a dedicated QA process presented an early challenge, we were ready to design and implement a framework that would ensure consistent quality control.

Working closely with Operations, Training, and all relevant stakeholders, we established scorecard methodologies that aligned with the client’s performance goals, setting a 90% QA target as our benchmark for success. We then customized QA scorecards based on four distinct agent roles.

Since a dedicated QA tool was not in use, a tailored automation system was built to ensure seamless communication between agents and QA coaches, including a near real-time feedback mechanism that automatically sends detailed scorecards to agents and supervisors. Not only did this help to establish a regular cadence of communication, but it also standardized the evaluation process, so agents knew what was expected of them and could work towards measurable goals.

A dedicated QA lead was also hired to undertake evaluations and individual coaching sessions. They were given a thorough, structured training program to ensure full readiness prior to launch. Additionally, professional, standardized response templates were created to support our Email team, to speed up response rates, reduce errors and ensure greater consistency in email interactions. This entire comprehensive QA process was fully designed, implemented and tested two months prior to launch, to guarantee a smooth and successful rollout.

WHAT WE DELIVER:

• Defined account-specific KPIs, workflows, and agent expectations
• Created customized QA scorecards tailored to agent roles for Voice and Email
• Implemented a full QA process based on leading industry frameworks that focus on behavior-focused feedback, such as DFM (direct feedback models) and SODA techniques (situation, observation, discussion and action)
• Created a tracking system and templates to facilitate structured, consistent evaluations
• Implemented an Audit the Auditor (ATA) process to maintain the QA evaluator’s scoring accuracy and consistency within 5 variance points
• Automated QA evaluation submissions to streamline reporting
• Incorporating QA orientation into new hire batches so agents are familiar with QA standards, processes, and expectations
• Bi-weekly agent evaluations with targeted coaching plans and weekly compliance tracking
• Introduced regular calibration sessions with leadership to ensure alignment in scoring
• Created daily and weekly QA reports summarizing key insights and outcomes

IMPACT

In the four months since our QA implementation, all active agents have received regular evaluations and coaching feedback, which allowed us to identify and promptly address any impacting behaviors that could result in poor customer outcomes. This included some soft skills concerns that were flagged early on during the QA training phase and have not since recurred.

As processes were cemented and new practices took hold, Voice scores are now trending above the 90% QA target, while Email interactions are showing impressive scores above 98%, driven largely by the implementation of standardized email templates.

A backup QA evaluator has also been selected to provide additional support and to ensure seamless coverage as our headcount increases, but more importantly, leadership now has access to consistent, data-driven reports and performance insights, which enhances their decision-making and employee coaching effectiveness.

This client can now rest assured that quality standards are being maintained and consistently measured for continuous improvement. Agents benefit from data-backed coaching, more personalized performance plans and early interventions, ensuring every interaction is optimized, no matter which channel a customer chooses.

Need to establish or automate your own QA processes? Learn more about our QA, training and technology capabilities.