Customer service quality is a topic that’s becoming more and more relevant for all businesses these days. With 62% of B2B customers purchasing more thanks to a great customer service experience, companies feel the need to shift their focus to the quality of their customer-facing interactions.
Improving customer service quality and keeping it at a consistently high level is a long-term strategy that often requires dedicated staff to handle the workload. Often this dedicated team member is called a Customer Service Quality Assurance Specialist, or just simply “Support QA”.
As the makers of the customer service quality assurance tool Klaus, we’ve done a lot of research on the role that QA folks play in support teams. To make it easier for companies to establish successful quality programs, we’ve created this handy guide for hiring support QA to:
Most companies that prioritize customer service quality will sooner or later have to decide whether to hire dedicated specialists for the QA job or assign additional tasks to the current team.
The responsibilities and activities that a thorough QA strategy creates are often too time-consuming for managers and agents to handle in addition to their daily duties. That’s one of the main reasons why teams hire full-time support QA specialists.
In addition to evaluating support interactions, quality folks are often responsible for taking that information and actioning it by, for example, analyzing support KPIs and creating meaningful agent training and onboarding programs.
Here are the three most common reasons why companies prefer to have QA specialists for internal quality assessments (instead of using peer feedback or manager reviews):
Hiring a Customer Service QA Specialist is often the preferred solution for large quality-oriented support teams. It’s a great opportunity to introduce systematic conversation reviews to your customer service workflow and improve the quality of your support.
Though quality is indeed your goal when hiring customer service quality folks, think twice before using the term “Quality Assurance”. It’s a phrase that’s often used in the customer service field; however, it comes with a number of downsides to be aware of.
Most of the customer service QA job revolves around doing internal conversation reviews and giving feedback to support agents to improve their performance. But “quality assurance” does not represent all of that.
We suggest replacing the phrase “quality assurance” with “conversation reviews” for the following reasons (we’ve written more about the terminology quibble here):
For these reasons, you might want to ditch “QA” from the job title and, instead, look for a:
Regardless of how you name the position, make sure you hire the right people for the job. Here’s an example of what a Support QA Specialist job description can look like. Use it as a basis to create your job ads and find the best candidates (maybe from within your team!).
Job brief: As a Customer Service Quality Assurance Manager your goal is to maintain a high and consistent level of support quality across the team. It is your responsibility that, regardless of the agent approached or the support channel used, customers always get similarly excellent treatment.
Questions to ask at the interview:
Use these lists and tweak them according to your needs to create thorough job descriptions for your customer service quality staff.
Internal customer service reviews can be quite time-consuming, especially if you’re managing them manually in spreadsheets. It can take hours every day to copy-paste tickets for review, send notifications and reminders, create reports, etc.
Conversation review tools like Klaus save 70% of the time spent on customer service QA. That gives you three times more time to focus on what matters the most: providing feedback to your support agents.
If you’re hiring customer service Quality Assurance staff, you should also invest in a decent conversation review tool. It will boost your quality specialists’ productivity and the effectiveness of your quality programs.
You can review 10 conversations per week for free on Klaus, so why not give it a go right away.
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