Quality Control

Spark’s focus on Quality is what sets us apart. We cannot emphasize this enough. We’ve even turned business away in the past simply because we didn’t want to spread our Quality Team too thinly and risk not being able to meet internal quality goals. Our representatives are monitored everyday and coached weekly by our Quality Assurance analysts. We require that at least 4% of all completes and 1% of non-completes are monitored and graded. Digital recordings, live monitoring sessions and side-by-side sessions ensure that our representatives keep their focus on the excellence, professionalism and optimization of each call. Input from our Quality Assurance analysts form an integral part of each coaching form and action items list that our Supervisors discuss weekly with their reps.