Quality Call Framework accreditation of Quality Checkers 111-22011000

The Quality Call Framework (QCF) establishes a single set of quality expectations. This makes sure phone services delivered by the agency are of a high quality and meet the expectations of customers and government. It is an integrated approach to quality checking through the consistent assessment of national Quality Call Standards.

Staff seeking to become quality checkers must undertake an accreditation program. The accreditation will make sure they have the right skills, attributes and knowledge. Quality Checkers are selected by a business team based on operational need.

Accreditation as a quality checker will remain current for 12 months. The accreditation can be renewed when there is an operational need for quality checkers.

Calibration measures the variation in the application of the Quality Call Standards. Calibration exercises and activities provide business teams with information to facilitate continuous improvement and drive consistent outcomes.

All quality checkers must complete a calibration activity (minimum 1 calibration call) within 3 months of completing accreditation or annual reaccreditation. If calibration is not completed within the required timeframe, access to submit evaluations will be removed.

Business teams can complete additional targeted calibration exercises as required.

Where there is 3 consecutive months of no activity (a user has not had any telephony interactions recorded and/or has not accessed Verint), user access to Verint will be removed.

In cases where QCF accreditation is still current, and checkers are re-commencing evaluations, checkers must email the Quality Call Framework mailbox to reinstate access.

Staff

• Be assessed as effective against all prerequisite requirements in the Step 1 Quality Checker Prerequisites form
• Complete accreditation training and skills validation before conducting checks under the QCF
• Undertake applicable business area calibration activity (minimum of 1 calibration call) within 3 months of completing accreditation or annual reaccreditation

Team Leaders/Line Managers

• Establish that the staff member has the required skills to meet all prerequisites and endorse a staff members suitability to become a quality checker
• Support quality checkers:
• as they learn the QCF checking process
• to identify and promote improvement opportunities
• to consistently follow QCF quality checking process

Business Teams are responsible for:

• facilitating the 3 steps in the Quality Call Framework Quality Checker accreditation process
• retaining for 12 months the completed Step 1: Quality Checker Prerequisites form for each staff member
• facilitating learning and development activities for staff relevant to this topic as required
• reviewing Quality Checker suitability with careful consideration to unfavourable performance or code of conduct issues
• facilitating the calibration activity including making available calls for calibration