Conduct Quality Check

Conducting a quality check allows assessing operator work and customer service quality. This instruction will show how to conduct a request check using a checklist and assessment criteria.

When It Will Be Useful

  • You need to assess the quality of a specific request.
  • You want to check compliance with work standards by operators.
  • You need to conduct regular quality checks for reporting.
  • You want to identify problem areas in team work.

What's Important to Know

  • Quality check — assessment of a request by established criteria and checklist.
  • The check may include assessment of communication, procedure compliance, response speed, etc.
  • Check results are saved and used for statistics and analysis.
  • You can use different checklists for different types of requests.

Before You Start

  • You are logged in with supervisor rights.
  • You have navigated to the Quality Assurance module through the menu Apps -> Quality Assurance.
  • You have access to the request that needs to be checked.
  • Checklists and assessment criteria are configured in the system.

Step-by-Step Instructions

  1. In the Quality Assurance module, find the request that needs to be checked:
    • Use filters to search for needed requests.
    • Or open the request directly from the OperatorLine module.
  2. Open the request and review the correspondence history with the client.
  3. Find the "Conduct Check" or "Assess Request" button near the request information.
  4. In the check form:
    • Review the checklist with assessment criteria.
    • Assess each criterion (for example, on a scale from 1 to 5 or passed/failed).
    • Add comments to criteria if you need to explain the assessment.
    • Specify the overall assessment of the request (optional).
  5. After completing the check, click the "Save" or "Complete Check" button — the result is saved.

What Happens After

The quality check is saved, and results are displayed in reports and statistics. The operator can view the check result if this is provided by settings.

How to Verify Everything Worked

  • Check that the check is saved and displayed in request details.
  • Verify that all criteria are assessed and comments are added.
  • Check that results are displayed in quality reports.

Other Ways

  • You can conduct bulk checks of several requests simultaneously.
  • Some systems allow scheduling automatic checks of part of requests.
  • Use different checklists for different types of requests or channels.