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They will only give us access to our scores and evaluation results during coaching and quarterly assessment. Yes, they do performance evaluation of employees every quarter to make sure that each employee is aware of the areas that they need improvement.
We do have a system to check our stats, but we also have regular updates/coaching and get a notification each time we get QA’d. Generally, you’re supposed to review that and address any feedback raised. If you keep getting low scores you will get coaching and performance reviews.
At my call center, QA is constantly shoved in our faces and our team averages never dip below 98%. I can’t even imagine a situation where any single person would have a score that low because they would have an intervention.
My supervisor sends our monthly metrics out in our team chat on Teams about once a week or every other week, and we very rarely go over them individually. They tend to mostly focus on coaching those that need it. I think I've had maybe 3 or so coaching sessions since I started last year, but I perform well, so they haven't bothered to take me off the phones to coach. I prefer the current approach of only fixing it if it needs fixing. My other job was super stressful, and I'd find myself wanting to call out of work on my scheduled meeting days.
Here I get 15 minutes of coaching once a week regardless of metrics. For big issues, we turn into longer sessions if needed.