How Do You Set Effective KPIs and KRAs for Call Center Quality Teams?

Hi,

Can anyone guide me on setting the KPIs and KRAs for Quality Auditors, Quality Team Leader, and Manager for the call center industry?

Regards,
Danny

Hi,

Can anyone help me prepare KRAs for a Quality Analyst in BPO? I require it on an 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
- Teamwork

Some parameters that can be set as KRA

Hi,

I am tasked with leading a quality team for a data processing back office in the Utility industry. I am in the process of establishing the Key Performance Indicators (KPIs) for the quality team members. While I have a background in Operations, this is my first venture into this specific role. Could someone kindly provide guidance on the Key Result Areas (KRAs) and KPIs for the data processing quality team as soon as possible?

Regards,
Lakshminarasimhan