Part of my job description is to monitor calls to check consistency and adherence to policies. Listening to calls is actually the part of my job I least like to do. Unfortunately, its a major part of my deliverables and it has to be done. This April, however, quality monitoring will now be assigned to designated performance coaches. This means that 7 randomly-picked recorded calls will be monitored by account-specific coaches and their scores will be the basis of my reps’ quality scores, all of which was a big chunk of my work up until March. I still have my own monitors, but more is dedicated to side-by-side coaching, which is sitting beside my reps, listening to their live calls and coaching them on the spot (which I prefer because its quicker).

So. Yay for me! Less listening to recorded calls is good. Good, good, good.

Or so I thought.

Yesterday, the performance coaches have forwarded the quality forms to me. And man, I have never seen so many failing grades in my life. It’s not even funny. Now, I have to listen to all of those calls to check for discrepancies and file disputes if necessary by tomorrow.

Ergo, my workload just doubled.

*Sigh*

More listening to calls…