KPI & KRA For QAs

hi,
can anyone guid me on setting the KPIs & KRAs for Quality Auditors, Quality Team Leader and Manager for call Centre Industry.
Regards
Danny

HI ,
Can anyone help me preparing KRAs of Quality Analyst in bpo . I require in it on immediate basis.
Shirin

PRODUCTIVITY-
Evaluations
Feedback sessions
QUALITY-
Quality of Feedback
Quality Of Evaluations
Effectiveness
JOB KNOWLEDGE-
Analytical ability-Effectiveness in analyzing parameter-wise scores and feedback
Process Improvements / Projects assigned
Tools Knowledge
BEHAVIOR-
Attendance
Punctuality
Floor Etiquette
Team Work
Some paramaters that can be set as KRA

Dear Danny,
Please visit KPI Library for all your needs.
Dinesh V Divekar

Hi
I am given to handle a quality team for a data processing back office Utility industry. I am looking for setting the KPI for the quality team members. I have been associated with Operations and this is my first venture. Can some good soul let me know the KRA/KPI's for dataprocessing quality team at the earliest possible?
Regards
Lakshminarasimhan