QA Audits, or Internal Quality Control (IQC), is a process by which a QA Reviewer’s completed review is graded. The QA Audit process seeks to keep QA reviews accurate, up-to-date on a company’s process, ensure a QA review has been completed with the latest product knowledge and without bias or error.

Agent Connect is introducing this new workflow within the QA module as a way to help organizations keep their QA programs aligned and in-sync with all teams involved in a QA program. QA Managers or Subject Matter Experts (SMEs) will now have an opportunity to provide QA Reviewers with feedback on their QA reviews and QA Reviewers will now be able to take feedback and apply it to future QA Reviews.

As a part of the QA Audits feature, Agent Connect is also releasing a new page, called the Reviewers page. This feature aims to provide more visibility into QA Reviewers’ performance. Armed with this new data, Agent Connect Admins have a lot more transparency into, not just Agent performance, but Reviewers’ overall performance as well.

Permissions

By default, Company Admins have access to view and conduct Audits. Company Admins can grant Team Leaders or Team Members access to View Audits and/or Perform Audits by checking those boxes within a user’s profile under Additional permissions.

Create an Audit Scorecard

In order to create an Audit scorecard, an Admin must click on the gear icon on the top navigation; then click on the QA card. You’ll notice that there are 2 tabs under Scorecards now - QA Review and Audit. To create a new Audit scorecard, click on the Create new scorecard button, then select the Audit Scorecard radio button. Note that you can duplicate an existing QA or Audit scorecard and save it as a QA or Audit scorecard - just make sure to select the radio button for which type of scorecard you want to save it as.

The scorecard creation process for Audits is the same as it is for QA Reviews. Please refer to the QA Scorecards help section for more information.

Performing an Audit

An Audit can be started from the Completed Reviews page. By default, the Completed Reviews page will include QA Reviews that may have already been Audited. If a user would like to see only QA Reviews that have not yet been Audited, they must uncheck the Include Audited checkbox. Users may notice that the Completed Reviews page is updated to display information that is pertinent to the QA Reviews, including the Completed at date, pills to indicate events on the QA Review (Autofail, Appealed, Audited) and a visual indicator for Star Rating.

Any user who has the permission to conduct an Audit will see the Audit button for Completed Reviews. When a user clicks on Audit, they will be through the workflow to conduct a QA Audit. The QA Audit workflow shows the completed QA review, with the QA scorecard filled and information around the QA Review (Scorecard name, QA score, QA Reviewer and date in which the QA was completed). The original interaction is also visible for the QA Auditor to refer back to. Please note that once an Audit has been completed, the audit cannot be re-opened/revised.

Additionally, users will see an Audit module appear on the far right of the Completed QA Review, with a toggle to Hide my name and a dropdown to select an Audit Scorecard. When the Hide my name toggle is on, it will hide the Auditor’s name for that Audit. A user must select an Audit scorecard in order to begin an Audit. Once the Audit scorecard populates, a user can begin the audit and select the answers for the Audit scorecard, as well as populate comments (if applicable). At any point of the Audit, a user can save the Audit as Draft or Discard the Audit.

Upon Audit scorecard completion, the user is able to Submit the Audit. Clicking Submit takes the user back to the Completed Reviews page and the user can now see the QA Review marked as Audited.

Viewing Completed and Draft QA Audits

A user can navigate to the Audits within the navigation to see all completed QA Audits. This table includes information on when the Audit was completed, who the original QA Reviewer was, which Audit scorecard was used, who the Auditor was and the ability to View details about that Audit. To view Audits in Draft state, users must click on the Drafts checkbox in the filters.

When a user clicks into a completed Audit, they will see the completed Audit scorecard, along with the Audit score.

Agent Connect is introducing the Reviewers Reporting alongside the QA Audits feature. This page is aimed at providing comprehensive stats on QA Reviewers’ performance. The date range can be filtered to view stats on Reviewers and additional useful information, including:

Users who have access to this page can drill into each individual QA Reviewer and easily find more metrics associated with each QA Reviewer, including:

Reviews: areas where the QA Reviewer started their reviews from and the total cumulative number of reviews completed for the selected time period.

Average QA Score: the average QA score the Reviewer gave, with a standard deviation.

QA Reviews over Time: the number of QA reviews the Reviewer completed, across a given number of Team Members.

Audits: the number of Audits the Reviewer received for the given time period.

Calibrations: the number of Calibrations the Reviewer participated in for the selected time period, with the cumulative alignment score.

Users with the approved permissions can also click on See Audits to look at the Audits conducted for any given Reviewer.