We have people who have never been in admissions EVER critiquing everything we say and every call we make. Who cares about an actual conversation as long as we check the boxes... it's a f***ing joke!
We sound like idiot robots making sure we hit ever point to validate someone in QA's job. I thought Quality Assurance was to make sure we never said something out of compliance.
I don't know about you but my coworkers are always on edge. Everyone I work with is afraid to answer the phone and feels constant harassment. Every call we take we are called into the office and are critiqued on everything we say; and wrong on 9 out of 10 calls and no Q&A is consistent.
It's sad because people who love what they do are constantly getting told they have no idea how to talk to someone on the phone and no longer comfortable.
We want the people doing Q&A to take some live calls (actual conversations that are not scrippted like they think) and show us how a perfect call should go. Also, let's make sure they show for an appointment and bring a POG to a school they are not even sure about attending yet. Don't forget to ask them to bring someone including some stranger they pulled off the street to come.
Q&A should be just making sure we never said anything out of compliance. We wonder why we have a manager now because Q&A tells us everyday that we don't know what we are doing and how we should refrase and not be ourselves on every call. Very sad