QA Manager
The QA manager has access to:
- The interaction log
- Manage QA: Create new QA forms
- Reports
- Report Schedule
Quality Assessor
The quality assessor has access to:
- The interaction log
- Reports
- Report Schedule
Difference between QA Manager and Quality Assessor
The QA Manager is responsible for creating new QA forms. When a new form is created, the quality assessor will be able to use the new QA form.
The dashboards look the same, except that the QA manager has an extra ''Manage QA'' button.
Both roles can assess agent performance and have access to past assessments.