What’s the right number of things to measure on your QA form

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What’s the right number of things to measure on your QA form

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“Do you have less than 20 scoring criteria to grade on your internal quality monitoring form?” is a question that is included in the 29 Quality Assurance Mistakes to Avoid ebook and self-assessment. What’s the right number of things to measure on your QA form? Seeking your answers in benchmarking reports may seem like an easy way to get reassurance of direction; however, exercise extreme caution. Many people ask ‘how many things should I measure on my QA form?’, but this may not be the right question to ask. It’s too easy to focus on the number. Ultimately, nobody wants to invest in a quality program that is prohibited from delivering value. Most QA forms with more than 20 criteria to measure deliver low value.  This e-book was developed to help you get more value from your quality assurance program.

Why is having more than 20 things to measure on your QA form a problem?

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About Vicki Nihart

Six Sigma certified and more than 15 years experience in contact center operations. Vicki leverages contact center operations subject matter expertise and deep analytic capabilities to support clients and build relationships. Analyzing and interpreting data is a passion she converts into purpose.

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By | 2016-12-05T15:14:42+00:00 February 26th, 2014|Quality Assurance|0 Comments