Quality Management Roles

About Quality Management Roles

A quality management process may involve many actors, teams, and workflows. Before you start a quality management program, it can help to define each of the roles and responsibilities involved. On this page, we’ll discuss some of the most common.

Representative

A representative interacts with customers digitally (in emails or chat) or over the phone.

• Common tasks:
  • Reviewing their interactions with customers and corresponding scorecards.
  • Viewing scoring criteria (rubrics and models) to understand role expectations.
  • Appealing scores they disagree with.
• License: Report Consumer.
• Data access: Not required.

Supervisor

A supervisor evaluates representative’s interactions with clients, such as calls or chats, then reports on the results of training efforts. A supervisor and a coach are often the same person.

• Common tasks:
  • Ensuring scoring criteria aligns with the company’s quality management goals.
  • Sharing the scoring criteria (rubrics and models) with the team to set expectations.
  • Analyzing the performance of individual representatives and teams.
  • Rebutting scores on behalf of the representatives they supervise.
  • Making recommendations on updates to the scoring criteria.
• License: Activation Lead.
• Data access: Required.

Coach

A coach keeps track of the teams’ training needs, provides training sessions, and adds notes to score results. Being a coach is often part of a supervisor’s responsibilities.

• Common tasks:
  • Getting alerts whenever an interaction’s score falls below the target.
  • Managing coaching opportunities on a case-by-case basis.
• License: Activation Lead.
• Data access: Required.

Analyst

Analysts are capable of using XM Discover to build out the quality management program roles, workflows, and reports. Often, your Qualtrics Services Team may take on this role during the initial implementation and beyond.

• Common tasks:
  • Implementing the organization’s agreed upon scoring criteria.
  • Updating scoring criteria.
  • Setting up dashboards and reports for all stakeholders.
  • Setting up the inbox for coaching opportunities and rebuttals.
• License: Configuration Analyst.
• Data access: Required.

Recommended Permissions

These are the recommended Studio permissions for each role.