Quality Analysis plays a crucial role in assessing and improving the performance of a customer support department. 

By identifying areas of improvement and implementing targeted solutions, companies can enhance their support services and ultimately enhance the overall customer experience. 


This article explores the various methodologies and practices employed in the quality analysis of SadaPay's customer support department.


Methodologies for Quality Analysis


Assignments and Categorisation

Quality analysis begins with the identification and categorisation of customer support interactions. 


Assignments are created to assess specific aspects such as handling complaints, providing accurate information, and ensuring consistent service quality. These assignments are designed to cover a range of different chat types, enabling analysts to evaluate various customer scenarios. Assignments are created by the Quality manager and are distributed among all the analysts.



Assignment Allocation

The responsibility for quality analysis is distributed among a team of analysts. The assignments are assigned by the manager.


Typically, an analyst is assigned around 8-9 chats per CX Associate allowing for thorough examination while managing the workload efficiently.



Spot Checks and Info Checks

To ensure a comprehensive evaluation, spot checks and info checks are conducted often. 


Spot checks involve selecting a random set of customer support interactions for analysis, offering a representative sample of the overall performance. On the other hand, info checks focus on specific areas such as adherence to company policies, accurate product information, and appropriate tone of communication.



Keyword Analysis

Using a dedicated Slack channel integrated with Intercom, keyword analysis is employed to spot problematic chats. By identifying specific keywords related to potential issues or negative sentiments, analysts can efficiently and pro-actively flag interactions that require further examination. 

Keyword analysis helps in pinpointing trends and patterns, enabling the customer support department to take proactive measures for improvement.



Capacity-Based Adjustments

As the workload and support requirements may vary over time, the assignments are adjusted based on the analysts' capacity. This ensures that each analyst can dedicate sufficient time and attention to analyzing the assigned chats. By considering individual workload limitations, the quality analysis process can maintain its effectiveness without overwhelming the analysts.