22nd Day: Meet the QA!

We've spent half of our shift practicing the different environments that we will undergo during the mock calls. We used the simulators provided by the training team and practiced mock calls with our trainer and team lead guiding us all through out the calls. And while we were practicing, I realized that technical issues were sooo much easy when you're guided by your mentors and exactly opposite when you're left alone doing it by yourself. Sometimes it makes me wonder if I'm ever absorbing all the information I get from the training. haha! Our trainer or team lead would often say that we'll get the hang of it and someday we'll get used to it. So when's that someday huh! hihi

me with Lassy, Ney, and Ian during break time!

By 7pm, two representatives from the QA Department went inside our training room. By the way, who are these QA people? They are the Quality Assurance Team. And from the name itself, they assure that all the calls or agent-customer interactions are strictly based on the STANDARDS. I believe every call center in the world has  a QA team. They monitor every call that an agent has to make. They call your attention if you're already crossing the line. They measure your metrics or your performance on the floor. And more than anything else, they will have the last say if you're going to be an agent or not. So how is that?! haha! If in school we used to have our Guidance Office or Student's Affair Office or simply the Disciplinarian Office, at work we have our QA Team. 

So to speak, two QA representatives came inside our class and conducted a lecture regarding the standards of making a call. They tackled stuff like the proper way of handling a call, the dos and don'ts, how our performance is measured through metrics and the like. And lastly, they introduced to us the pre-mock call, mock call proper, and live call certification which will all be happening in the following days. 

So this is it! The make it or break it part. God bless us 117A! :-)