A quality assurance (QA) program is essential for enhancing the productivity and compliance of sales teams, requiring tailored strategies that align with organizational goals. Key components include establishing evaluation criteria, training staff on QA processes, and implementing continuous monitoring and reporting mechanisms. Recognition of high performers and effective communication about the program's benefits are crucial for successful implementation.

1. BUILDING
BLOCKS
QAPROGRAM
for a successful

2. Quality Assurance (or QA) is an
ongoing process which upholds
the quality and productivity
of your sales team.
Every sales team requires
a QA program to, not only
measure how well sales agents
comply with company policies
and procedures, but ensure
continuous improvement.

3. Measuring sales rep
adherence to policy
and procedure
Identifying sales rep
training needs to improve
performance Identifying processes
that create friction with
prospects/customers
Improving the quality
and maintaining consistency
of customer interactions
across various channels
(phone, website, email, etc.)
Assessing and fixing
inefficient policies, procedures
or operational issues across
the company
Identifying business
trends in order to shape
and improve processes
What can this process entail?

4. However, a QA program should be tailor-made to
suit the goals, culture and values of your organization, and
ideally count with a dedicated Quality Assurance Analyst
or Manager to oversee the process.
Here are some of the techniques to implement
when creating your QA program:

5. Program Strategy
Establish:
Number and frequency of
evaluations and feedback sessions
Which methods are going to be used
How to select every interaction via
email, phone, chat, etc. for evaluation

6. Quality Monitoring
Criteria
Define the criteria which the
QA lead will examine while evaluating
transactions with a prospect/customer.

7. Recordings
Document all procedures, policies
and transactions to be used as a
standard against the evaluations
which are undertaken.
All calls, emails, and other kinds of
interactions should also be recorded.

8. Training
A training process aligned with your
QA program is essential to address
system issues, agent performance
concerns and new content.
Your team must also be trained in the
QA program as the more informed
they are, the more effective it is.

9. Calibration
Establish a recurrent process to align
all involved in the Quality Assurance
process to score all transactions
consistently and equitably.
All QA reviewers should interpret the
questions on the monitoring form in the
same way and agree on its meaning.
An additional procedure to ensure
consistency is to develop a calibration
delta process - ensuring that every QA
score assigned to a sales rep is fairly
and correctly assigned.

10. Reporting
Create a daily, weekly and monthly progress
report of reps’ performance, allowing you
to have an overview of their progress,
strengths, weaknesses, training needs,
system issues, procedural enhancements,
business opportunities, etc.

11. Alerts and
Required Actions
Constant monitoring gives you the
opportunity to access real-time
information on-hand to correct
reps’ behaviors and improve
operational performance.
Alerts and required actions will
be pushed every time a misleading
behavior is detected.

12. Recognition Program
Acknowledge and reward your top
performers! A good recognition
program acknowledges best practices,
motivates and encourages sales reps.
Rewards don’t need to be large; it could
be a pair of movie tickets, a plaque or
a meal for two.

13. Effective communication
is key!
Let reps know why your program is
being developed, how it will impact them,
as well as the benefits that ensue.
Encourage them to participate and make
sure expectations and updates are
communicated clearly.
Finally, roll out the program on a trial
basis, and monitor results!

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