To help a new agent meet their QA goals, I like to start with targeted coaching sessions based on real call feedback. This reminds me of when we onboarded a new agent who was struggling to meet quality benchmarks. We broke down the QA criteria into smaller, manageable parts and focused on one area at a time—like call opening or active listening. Role-playing exercises and shadowing experienced agents gave them practical examples to follow. Finally, we set up regular check-ins to review progress and adjust as needed. This personalized approach helped the agent quickly improve and meet their QA goals.

Algumas sugestões que podem ajudá-lo são: Solicitar que ele faça uma análise do seu atendimento, para termos um diagnóstico do que ele percebe e o que ainda não percebe como oportunidades de melhoria; pontuar as oportunidades que ele ainda não percebe; convidá-lo a pensar em ações práticas para os pontos elencados. Sugerir conexões com outros membros do time que são exemplos de qualidade, para que nesse ambiente de troca ele tenha novos insights. Combinar um prazo para cada ação elencada e fazer FUPs de checagem de resultados.

I had an agent who struggled with QA targets. We sat down and reviewed their calls together, focusing on areas where they could improve, like tone, empathy, and script adherence. I didn’t overwhelm them with everything at once. Instead, I focused on one specific area per week, setting small, achievable goals. Each success built confidence and led to consistent improvement. My approach was less about pointing out mistakes and more about guiding them to see their own potential. Patience and targeted coaching made all the difference.