A Quality Analyst or Auditor will normally think that a Team Leader will always be subjective when they do their monitored sessions.  Whether it be done side by side or remote, the way they score might be subjective.  Most call centers would not consider their observations as official scores, again, because of its subjectivity.

Another thing which the operations group and the QA group debate about is the need of Team Leaders to monitor their agents on a periodic basis.   Based on my experience, a lot of operations managers or directors would rather have their personnel focus on learning how to read reports and do escalated calls.  Though I don’t discount the fact they need to learn this, it is still important for them to monitor at least 1 call per agent a week.

Because of this way of thinking, both operations and quality are always fighting.  The realization here is that we should start cooperating and learn to TRUST each other.  I know…it’s easier said than done.  If there is trust in the beginning then it shouldn’t be a problem.  If they work together and bond to respect each other’s purpose, then this shouldn’t be a problem.  How do you do that?

Train both groups to think at the same level on each account.  A process surrounding this will also help.