I’ve been exposed to several QA methodologies and models but I have yet to learn the most extreme, which makes the QA department a very small support group.  This is more integrated into the operations floor.

QA COACHING

Coaching done by QA personnel is more logical and objective since the calls are heard first hand.  This is a preferred method on most call centers, regardless whether it is in house or outsourced.  The data is more reliable and everything is scored on a monitoring form.  The disadvantage though is that everybody is too focused on getting a high score instead of genuinely making themselves improve and satisfy customers.  This is critical and difficult to manage.

OPS COACHING

Coaching done by Operations Personnel can be effective and is a must since they are more in touch with the agents on the floor. But, it is subjective especially for those who are new in their “managerial positions”.  This can be detrimental to the improvement of the agent though.  Setting the wrong expectations will lead them on a dark path, so to speak, thus not helping them at all.

So which model should one follow? Depending on the nature of the business your company is in plus the culture you want to inculcate into the employees, then that will define what type you’d like to implement.