Quality Team

A Quality team is the team that monitors calls of agents in a call-center, and give scores to the agent on different parameters. These scores are very important when you apply for a promotion and incentives. The agents are given scores from 0-100 based on parameters like call-opening, hold and transfer procedure, call-closing etc. The parameters differ from one call-center to another. The agents are given feedback so that they can improve their performance. An agent can apply for a promotion to the quality team provided he has achieved the criteria for a promotion.