What if an agent disputes a call reviewed by a verifier even if the evaluation done by verifier was perfect? Again, how would a QA manager of a particular campaign come to know about poor review process made by an agent when there was a fault in the evaluation made by a verifier?

In a BPO where lots of call processes are made and verified every hour, a user cannot expect a bit of error in the procedure, but everything to be seamless. Obviously, the scenario mentioned above is never anticipated in the industry, however one cannot refuse from such situations.

In order to maintain the evaluation process in a streamline thereby omitting every sort of error in a QA process, QEvalpro has devised a functionality known as Auditing The Auditors, which is also abbreviated as ATA.

The Methodology-

The process has been duly designed to cross check evaluation process, being closed after review from the auditors. The functionality of ATA allows an authorized user to review the quality of the evaluation made by verifier. The concept of the process is to determine the errors or accuracies of particular evaluations. Further, the results are obtained by comparing the evaluations and variances at the end of the process.

Eligibility of a User-

Not every user registered in QEvalpro is authorized to perform ATA process. As per the module, a user needs to be at least a QA Supervisor to be eligible for this functionality. Further, a QA Supervisor could only execute an operation when provided with ATA rights. Apparently, the privileges to the user for performing ATA regarding QA evaluation are assigned accordingly.

Steps Involved-

Click here to know about the detailed methods for performing ATA.

The Outcomes-

Once the procedure of ATA is finished, the user (specifically QA Verifier) will be able to view the audit through the reports of ATA functionality. Additionally, the same user also has the authority to accept the results obtained after ATA process or to raise a dispute, in case if he is unsatisfied with the audit made against his evaluation.

Generated Reports and Variances-

At the end of audit, the functionality also generates two types of reports including-

• Overall Line Item Accuracy Report By QA- Displays the report of the comparison of line item exactness made by QA verifier with that of ATA user. This could be viewed from the  link
• Overall Accuracy Report By QA- This displays the report of the overall accuracy of the evaluation made by the user. This report could be viewed from the  link

Wrap Up-

However, every QA evaluation made are verified multiple times in BPO campaigns to avoid any sort of discrepancy, but implementing the aplomb method of ATA by QEvalpro ensures the least or negligible probability of evaluation inconsistency.