Performance Observation System

To ensure coaching decisions were evidence-based rather than anecdotal, I followed a behavioral sampling approach, reviewing:

• At least 3 recorded calls per representative per week
• Daily live call observations for high-priority or underperforming agents

This aligns with QA best practices where multiple data points are required to identify consistent behavioral patterns, rather than isolated performance events.

The focus was on identifying:

• Repeating customer experience breakdowns
• Process deviations across multiple interactions
• Behavioral triggers affecting KPI performance

Pattern-Based Diagnosis Approach

(Root Cause Analysis + Pattern Recognition Thinking)

Instead of treating calls individually, I applied a pattern recognition mindset combined with root-cause thinking, focusing on recurring drivers of performance gaps.

Each issue was categorized using a simplified Skill vs. Will framework, commonly used in performance management:

• Skill Issue – knowledge gaps, process misunderstanding, or execution ability
• Will Issue – behavioral, motivational, or consistency barriers despite capability

This classification helped ensure coaching interventions were aligned with the true nature of the performance gap, not just the symptom.

Root Cause Analysis

To avoid surface-level feedback and repeated correction loops, I applied the 5 Whys technique as a structured root-cause analysis tool during coaching sessions.

Rather than stopping at “what went wrong,” I used progressive questioning to uncover the behavioral or systemic driver behind performance gaps.