TAOC: How QA, Ops, and Training Work Together with Postmates
Undertraining and unskilled agents can really do some damage to customer loyalty these days. To combat that, Postmates runs a “State of Quality” meeting on a weekly basis with all quality, training, and ops leads. They tackle areas of improvement, and come up with action plans together for making improvements and filling training or content gaps.
Additionally, Postmates performs targeted, QA deep dives (smart audits!) into problem areas on a regular basis to fully understand what’s going wrong, as well as how to fix it.
This session will get into the nitty gritty of how these meetings are structured, how they run smart audits, and what comes out of both.
Additionally, Postmates performs targeted, QA deep dives (smart audits!) into problem areas on a regular basis to fully understand what’s going wrong, as well as how to fix it.
This session will get into the nitty gritty of how these meetings are structured, how they run smart audits, and what comes out of both.