1. Best Practices QUALITY ASSURANCE and COACHING TekSavvy Solutions Inc.
Olga Lusher| March 30th, 2017

2. WE’RE DIFFERENT.
IN A GOOD WAY.
We believe in doing what’s right. For our customers. For our business. For our TekSavvy team. That means treating people as we would want to be treated. Fairly. Honestly. With respect and consideration.

3. QUALITY ASSURANCE – TYPICAL CHALLENGES
No clarity of purpose
Stand-alone function
Perception of a bias or of being judged
No buy-in from frontline and/or Team Leaders
Disconnected from “real work”
Perception of imposed limitations
Not changing to suit the changing needs of the organization
One set of guidelines for all types of work or guidelines too generic
No correlation to Customer Satisfaction Scores

4. TEKSAVVY - AGENT DEVELOPMENT DEPARTMENT
Training, QA and Internal Communications
Responsible for employee journey from onboarding on
Creates feedback loops throughout the company
Promotes open dialog between Leadership and frontline
Drives process improvement and change
Provides growth opportunities for frontline agents
Maintains internal Wiki Knowledge base

5. QA ESSENTIALS Calibrated view Helpful feedback
Focus on the outcome from the customer’s point of view
Cater to the individual and coach for personal success
Concept over markers
Variety of evaluation types
One agent/one month = multiple calls/multiple evaluators
Review and dispute process
MyQA communication
Timely guidelines updates

6. QUALITY ASSURANCE – TEKSAVVY WAY
Part of our Culture, multi-purpose
Integrated in a variety of functions
Used as a developmental tool
Done by Frontline
Drives the change
Separate set of guidelines and types of evaluations for each LOB
In line with Customer Satisfaction Scores
Empowering

7. “QUESTIONS? THANK YOU FOR YOUR TIME