Quality Assurance
Quality Assurance maintains several processes to support our associates and the integrity of our service. The primary functions of GEMMA's Quality Assurance Department are that of "second party verification" and associate skills' improvement. Quality Assurance oversees call monitoring for compliance purposes and remote listening sessions with clients. The group also handles customer inquiries.
Our goal is to help associates be successful by providing them with dynamic feedback and evaluation of their performance. We utilize an array of listening/evaluation tools:
- Digital recording and live call monitoring
- Side-by-side and remote monitoring
- Review of audio/video of live calls
- Proprietary Transaction Monitoring Application Database
