You can have a dedicated QA representative, team managers, or experienced agents take the lead in analyzing customer service QA performance. Each of the options has its fair share of pros and cons.
A QA representative would be far more experienced and would excel at their job since they do it dedicatedly. However, their expertise would come at a price. Also, there will always be the issue of finding talent that matches your work culture.
Team managers can effectively comment on the agent’s performance against the established benchmarks and organizational goals. However, QA assessment might distract them from other managerial activities. They’re pretty stretched thin as it is!
Experienced reps, high-performing agents, and peers could also lend great insight into QA efforts. After all, they’ve served their time in the trenches and understand nuances. However, you might lose some amount of objectivity in carrying out assessments.
In our experience, the best approach would be to empower managers with all-in-one data-driven tools like JustCall and watch the results pile on!