Starter · Part of Training and Coaching
Closed-loop coaching from QA findings
QA evaluator flags a gap; coaching team turns it into a session; the agent completes a training module; the QA evaluator sees the loop closed. Same record across four teams.
For the operator
QA evaluator clicks the 'recommend coaching' button on a failing eval. Coaching team picks up the recommendation in their queue, builds a session, attaches the recommended module. Agent completes the module; everyone sees 'effective.' Zero email, zero Slack threads.
Business impact
Closed-loop QA → Coaching → Training assignments measurably reduce repeat misses for the same protocol. Agents with 'effective' action items rarely show the same gap on the next evaluation. The audit chain across QA, coaching, training, and HR is one record — labour-relations defence is forensic-grade.