In practice, a quality manager first defines the scope: which campaigns, which channels, which criteria, and how many evaluations per advisor per month. Evaluators are trained using benchmark interactions to ensure consistent scoring.

Each month, the sampler distributes the interactions to be evaluated. The evaluators listen to or read them at Listener QM, fill out the evaluation form, and write their comments. The counselor reviews the evaluation, may comment on or challenge it, and then debriefs with their supervisor.

Quality reports consolidate results by criterion, advisor, team, location, and time period. Any discrepancies identified trigger corrective actions or training sessions Listener LMS, the effectiveness of which is measured during the next evaluation.

Related Features: Interception and Sampling · Listener QM · Quality Monitoring · QM and LMS Integration