Service Quality Department System

The cycle starts in “Sample”: a card for each set of sampled interactions — calls and chats — drawn with fair random criteria that cover agents and channels equally. The sample moves to “Evaluation”, where quality analysts score it on a unified standards form: greeting, accuracy of information, first-contact resolution, tone. It then moves to “Feedback”, where the result is delivered to the agent in a one-on-one session focused on a specific behavior, not general judgments. Cards for agents showing a skill gap move to “Coaching” with a defined development plan; anything that turns out to be a procedural flaw rather than an individual one is managed in “Improvement” as a process or template initiative; and finally “Impact Measurement” checks whether results actually improved after the coaching or the fix.

Chat is the coordination channel between quality analysts and team supervisors: scheduling feedback sessions, arranging coaching appointments, and questions about interpreting the standards when understanding differs. The standards themselves are reviewed periodically among analysts so they stay fair and clear, and every change is documented with its date so results are compared on a sound basis.

Quality analysts draw the samples, evaluate them, and document each agent’s gaps and strengths; team supervisors deliver feedback to their agents and follow up coaching plans and the rollout of procedural improvements; and the head of quality approves the standards form and its updates, reviews “Impact Measurement” results, and raises recommendations to center management.