Quality Manager
As a Quality Manager, you can design questionnaires, schedule evaluations, and assign tasks to evaluators. You can also monitor the overall progress of all the evaluation jobs.
To assign a user the Quality Manager role, see this guide.
Quality Management workflow for Quality Manager
Design Evaluation Forms
Create evaluation forms with weighted sections and questions to ensure structured assessments.
Monitor Progress
Track evaluation statuses (Pending, In Progress, Completed) on the Review Screen.
Ensure timely completion of assigned evaluations.
Schedule Evaluations
Assign bulk reviews to Evaluators using the Review Scheduler.
Apply filters such as agents, teams, Evaluators, and call specifics.
Configure one-time or recurring evaluations with set deadlines for completion.
Assign Evaluations
Manually allocate individual evaluation tasks to Evaluators through the Conversation List.
Conversation View
View and assess any conversation through Conversation View.
Option to review or assign conversations to an Evaluator.
Analyze Reports
Access performance reports to evaluate trends and identify areas for improvement.
To understand how Quality Manager can perform their task, read User Guide