Evaluator vs Auditor

Evaluator

Auditor

VS

• Assess the overall quality of the account, taking into consideration the agents who handled the call, and notes on the account.
• Check possible occurrences of errors and anomalies in the process or handling.
• Sends a quality audit report that is specific to areas of opportunity whether is general agent behavior or processes.
• Works with stakeholders in process improvement, and agent development.
• Proposes mitigations when needed to help with the development of audit findings.

• Assess individual performance and quality of an agent’s call.
• Evaluates the call based on the Quality Guidelines.
• Evaluates a specific agent’s adherence to processes and policies that specific call.
• Sends quality evaluation report that is specific to the call and the agent.
• Works closely with Operations in providing agent feedback and coaching opportunities.
• Identify agent call handling behaviors, overall call quality anomalies, and common agent markdowns or opportunities.