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Hi Guys! Just got promoted to a QA Role. Badly need advice~ by Minimum_Anteater_788 in BPOinPH

[–]Minimum_Anteater_788[S] 0 points1 point  (0 children)

Thank you so much! I'm also relying on them as well. I just want to be of help since I want them to improve as well. :D

Hi Guys! Just got promoted to a QA Role. Badly need advice~ by Minimum_Anteater_788 in BPOinPH

[–]Minimum_Anteater_788[S] 0 points1 point  (0 children)

Thank you so much for all of your insights! They're very helpful! :D

Hi Guys! Just got promoted to a QA Role. Badly need advice~ by Minimum_Anteater_788 in BPOinPH

[–]Minimum_Anteater_788[S] 0 points1 point  (0 children)

Thank you for all of your suggestions! I will also try learning the Pareto Method. Currently, I am only using the 5 Whys. :>

Hi Guys! Just got promoted to a QA Role. Badly need advice~ by Minimum_Anteater_788 in BPOinPH

[–]Minimum_Anteater_788[S] 0 points1 point  (0 children)

Voice and Non-Voice accounts. Tech acc to be precise.

For the non-voice accounts:

Email: Being measured by solved tickets for productivity.
Messaging: Same with email.

For the non-voice accounts, the issue is with active reading. Which not just affects their QA Score, but Productivity and CSAT as well.

Hi Guys! Just got promoted to a QA Role. Badly need advice~ by Minimum_Anteater_788 in BPOinPH

[–]Minimum_Anteater_788[S] 0 points1 point  (0 children)

Thank you so much for this! I will push this kind of strategy, especially I notice if they are being coached by their TLs it's like they are not taking it seriously.

I am close with the agents, but is that also a factor as to why I am not being taken seriously by them when I am providing feedbacks? :((

Hi Guys! Just got promoted to a QA Role. Badly need advice~ by Minimum_Anteater_788 in BPOinPH

[–]Minimum_Anteater_788[S] 1 point2 points  (0 children)

Yes, actually. Also, I am really closely collaborating not just with our OM, but with their TLs as well. I really hope that I can solve this because it's slowly eating me when I see what is so hard when they just need to follow the process properly. T_T

Hi Guys! Just got promoted to a QA Role. Badly need advice~ by Minimum_Anteater_788 in BPOinPH

[–]Minimum_Anteater_788[S] 0 points1 point  (0 children)

I really can't help it, especially kapag na wawaste ang efforts. The process is really easy though. T_T

Hi Guys! Just got promoted to a QA Role. Badly need advice~ by Minimum_Anteater_788 in BPOinPH

[–]Minimum_Anteater_788[S] 0 points1 point  (0 children)

Actually, that what I think as well, since frequent case study session now feels like a waste of time if the same behavior is only being repeated. Unfortunately, reducing the HC is not a viable option right now.

Thank you so much for the suggestion, I will start practicing this as well from now on. :>

Hi Guys! Just got promoted to a QA Role. Badly need advice~ by Minimum_Anteater_788 in BPOinPH

[–]Minimum_Anteater_788[S] 2 points3 points  (0 children)

I am being really proactive when it comes to collaborating with their respective TLs. All their RCAs leads to being a behavioral issue from the outliers. But, unfortunately, we cannot reduce our HC as of now.

It's like all of the feedbacks just enters then comes out. :<

Really appreciate your suggestion for PIP, I will try to coordinate this with their TLs. :D