QA from Scratch: 3 Ingredients You Need to Cook Up the Ultimate QA Program

Building a quality assurance program from the ground up is no easy feat, even for the most well-established of companies. Quality assurance is the foundation of any prosperous customer service operation, which means having a strong base is crucial.

In a lot of ways, building a QA program is like creating a recipe from scratch. So what are the various ingredients and measurements needed to make it a success?

Join Maria Mitchell, Sr. Support QA Program Manager from Okta, a leading independent identity provider, for a chat on how they improved the customer experience by empowering agents to effectively prevent and resolve issues through their Love Our Customers Initiative.

You’ll Learn:

  • The Recipe: How Okta trained agents on specific product areas, structured new teams based on product specialties, and utilized Playvox to group agents into teams.
  • The Mix: How to re-train and re-engage management with new team priorities, recreate scorecards that are optimized for team structure, as well as, tips and tricks on building, testing, and training with new scorecard methodologies.
  • How to Bake: How to Engage agents and consistently coach to their new team configurations and scoring expectations and how to train your management team on the Coaching product within Playvox.
Your Hosts:
Maria Mitchell
Sr. Support QA Program Manage, Okta
Ericka Aguilar
Customer Success Manager, Playvox