Quality Assurance
- 100% of calls are recorded for coaching and compliance purposes.
- Quality Assurance team calibrates recorded calls using client scorecards.
- Operations coaches deliver feedback with agents using in-house system to track commitments and ensure follow through.
- Granada Corp calibrates quality of both English and Spanish to ensure highest quality of bilingual service.
- Quality Assurance provides operations teams and management independent reports on client trends and performance by supervisor.
