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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

  1. Design Evaluation Forms

  • Create evaluation forms with weighted sections and questions to ensure structured assessments.

  1. Monitor Progress

  • Track evaluation statuses (Pending, In Progress, Completed) on the Review Screen.

  • Ensure timely completion of assigned evaluations.

  1. 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.

  1. Assign Evaluations

  • Manually allocate individual evaluation tasks to Evaluators through the Conversation List.

  1. Conversation View

  • View and assess any conversation through Conversation View.

  • Option to review or assign conversations to an Evaluator.

  1. 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

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