How do you ensure the quality of your work?

Our quality assurance department is highly vigilant and overhears the recorded calls to maintain a high standard consistently. Each week, the QA management examines 20-25 calls of each agent for any kind of miscommunication. For example, they check if the correct information was provided to the customer, no long pauses, clarity etc. 

The agent needs to maintain a good score each week to excel further.

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