Quality Assurance is the backbone of exceptional customer experiences-but who ensures auditors themselves remain consistent and fair? To make QA processes trackable, trendable, and teachable, we're proposing an in-system 'Audit the Auditor' feature for Genesys. This capability brings transparency, compliance, and continuous improvement to every audited evaluation.
How It Works
· Auditor completes an evaluation.
· System flags a percentage for secondary audit (random or rule-based).
· QA Lead or Manager reviews using an "Audit the Auditor" form.
· Audit results attach to both the interaction and auditor profile.
· Dashboards display accuracy trends, calibration scores, and audit frequency.
Our suggestion outlined in Implementing 'Audit the Auditor' Feature | Genesys Cloud Ideas Portal will deliver measurable value, reduce QA errors, and ensure long-term success for organizations using Genesys.
Drop your thoughts and suggestions below! And please click over to ideas to fully review and drop a vote/add your use case to https://genesyscloud.ideas.aha.io/ideas/WEQUAL-I-475 :)
#WEM-Quality,WFM,Gamification,etc------------------------------
Glenda Kingston
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