Quality management dispute is a quality management process that allows agents to dispute or contest a score they’ve received on a quality evaluation and explain where they disagree. A dispute should then trigger additional review from the evaluator and supervisor, and an alignment conversation with the agent to either change (or keep) the score. Agents should know that they are permitted, and even encouraged, to dispute scores. A dispute process is critical to agent engagement and driving the perception of fairness and equity. Good quality management software provides an automatic workflow for agents to dispute the score.
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