Transforming Quality Assurance: How Our Customer Experience Team Leads with Innovation

Our Customer Experience team is a unique unit within our customer service department, dedicated to ensuring we deliver the best support to our 7 million customers. One of our original team members, Carla, who started six years ago, has been promoted several times over her tenure, significantly improving the quality and value the team delivers. Growing the team over the years, Carla has always prioritized quality assurance and exploring technologies that can enhance our services. As a result, we onboarded CallMinerOpens in a new tab just over a year ago, which has not only improved quality but also increased our service volume over time. 

In April, the team, in collaboration with CallMiner, hosted a CCMA Members Forum event showcasing how our Customer Services team has transformed our Quality program. 

The theme for the day was "Quality Assurance challenges and how to tackle them." We were joined by representatives from companies such as Allianz, eBay, eir, Google, Vhi and many more.  

The day was a great success with valuable insights gained by all, and participants especially enjoyed the interactive workshop. It was fantastic for the team to present the work from over the last number of years. 

As a result of hosting this event, CallMiner invited our Customer Experience team to attend their CallMiner LISTEN UK Conference to present our use of their product to fellow clients.  

At the conference, the team also received the Innovation Award for their use of CallMiner’s technology to transform QA from a tactical function into a strategic tool that delivers a best-in-class experience for our customers. The CallMiner LISTEN UK Awards brings together EMEA customers to recognise those whose exceptional use of CallMiner has led to measurable success and transformative outcomes within their business. This included allowing the agent to see end-user satisfaction so they could quickly learn from the experience. Previously, feedback to an agent would take two weeks resulting in lower actions taken on feedback. 

Beyond being recognised, the team also presented on the unique way they implemented the tool to the audience.  

“This new quality framework within the CallMiner QA Tool focused on agent development as a motivator to improve performance rather than simply highlighting mistakes,” said Carla Jacinto. 

The team consisted of Carla Jacinto (Customer Experience Program Manager), Marta Diaz (QA Specialist), Joahan Agenbag (QA Specialist), Ailin Loreley Weiss (QA Specialist), Brian Pluymen (Customer Experience Director) and John Rahaman (Customer Experience Manager) who worked collaboratively with CallMiner to enhance their product to suit the needs of the Workhuman customer.  

“In addition to building this Quality framework, they self-learned how to code and automate elements of the QA scorecard to bring huge efficiencies to the team,” said Brian Pluymen. 

Building on this momentum the team will be submitting an application for a CCMA’s “Best Use of Technology” award in September on this innovative work. Congratulations and good luck to the team!