Quality Assurance

In order to further the development and expertise of our representatives, we have designed and implemented a monitoring program that allows us to evaluate and score the employees on the key areas of each call.

The foundation of Rose Call Solutions comprehensive quality assurance program rests on individual call monitoring and incorporating those results into an Agent feedback and performance assessment process. Every agent is monitored on at least once each week. Scores from these Quality evaluations are incorporated into our evaluation process as well as the commission structures. Each rep must maintain at least 86% on their QA to be considered acceptable. In addition to the formal monitoring done during the Quality Assurance process, our Associates are consistently monitored during the course of each day by Team Leaders and Operations Managers.