Quality monitoring tools

Our online tracking application (Tandim QA™) documents coaching discussions between our Quality Assurance Specialists and your supervisors and their agents.

		QA pointers are captured on-line
		A discussion log is created so supervisors and managers can easily see improvements
		Coaching discussions are “signed-off” by both the supervisor and agent. No more lost reviews

Through this process, supervisors can also be rated and compared as Tandim QA™ reports are produced for all coaching sessions.

A report is used to identify those supervisors who meet expectations from those who need support.

Tandim QA™ helps you ensure a high level of quality within your contact center. 

In summary, NuComm’s Tandim QA™ delivers direct and traceable feedback to your agents from the QA team or your Supervisors and Coaches.

Key Features of Tandim QA™:

• Web Based – Access your QA from any web enabled PC

• Customized forms – We build the QA form to fit your company needs

• Add Files – Attach Wav files, Word documents or Excel files when additional detail is needed.

• Track Activity – It’s important to know when and if coaching takes place. Tandim QA™ dates and time stamps all entries for each audit.

• Provide Coaching on each QA session – Tandim QA™ can incorporate coaching feedback in the same form. This allows for immediate coaching on each call.

• Dual Sign-off – This unique feature ensures all coaching and feedback sessions are completed with both the supervisor and the agent.

• Documentation is Never Lost – For those times when you need the documentation to prove a situation, Tandim QA™ delivers. No more lost paper, no more “I was never coached”.   
  
  
• Easier Staff Reviews – Just got a lot easier as you can sort Tandim QA™ by agent, supervisor, call type, QA score, reviewer, etc.

• Escalate as Needed – When a 3rd party needs to mediate a QA audit. Simply add them to the participant list and they have immediate access to the review, the call recording and all applicable notes and dates for that particular audit.