Just be kind and friendly to everyone. If they complain to you, just say you're doing your job and they should try and do the same.

Get over it do you're job?

Well the problem is your job.

You should have the opportunity to praise staff who are doing there job well, instead of just blaming bad people.

The procedure is negative and it is better for you to find a better job.

Hi beauty queen sounds like your monitoring reps in a call centre. Because the company is new they really dont' have alot of ideas on how this can be done better. Companies however always look for better procedures.

I would recommend you going up to your boss who heads this dept. And say George I have some great ideas and feedback I'd like to share with you when you have the time regarding my role in this dept. I have some thoughts on how we could enhance our call monitoring.

Then you do your home work. 1. Get feed back from the managers on what there reps are feeling and how high is there ratio of complaints . Is it just the same old people always complaining or the majorty of the call centre ( or what ever enviroment your in. ) ( I would also again do this on your own time . Shows you care and your taking the intiative to help the centre out to be more productive at the same time have employees not feel threatened)

.2 You should listen to the calls over again that you have to strike down for wrong information. See what the mis information they are giving. IS this the norm with alot of the agents. Do they need more training or understanding on such procedures .

Suggest that when the information the reps have given is incorrect the manager goes over that exact call on a one on one side sit in and review the same call and show the agent where they went wrong and what they should say. Or where they can look up the proper information to relay to the customer. ( companies can be sued if the agents are misleading the public in anyway just to get a sale) Then the manager can keep this log in the employee's file. So the employee now knows the proper information. If they do so again they can be written up by the manager.

You can also keep a log of re ocurring offenders when you listen to the calls. And recommend to there manager that they need to be dealt with according to business rules.

You can also recommend to your boss since its a sale /inbound calling. that if a agent is caught not following procedures there commission of there sales that month will be up for negotiations. This usually puts the agents in line and they dont' wish to take the risk of losing all there sales in a month for misrepresentation. This could be used as one of there initiatives they must meet in orderto qualify for there sales. along with there call quality and handle time etc.. Another words they must meet all 3 or for objectives in order to have there commissions. Most call centres have these in place. Perhaps as you said because this company is new they haven't implemented anything yet.

I'm sure if you do the leg work and then position it to your Manager in a meeting with the problem and then you showing him the solutions he will be more apt to try it out at least and see the feedback from the managers in a months time. This will also seperate you with the employees in the fact your only following procedures, all employees have been made aware of this procedure and your only following up with it. If an agent disputes this. You have the call saved so that there manager may replay the call with the agent. They can't blame you. They are the ones on the call. the proof is right there.

So good luck try this. Think of it as a new venture this is a fairly new company and you have so many great ideas that could enhance the office and the employee's moral while still following procedures and your not the bad guy to go to anymore . So everyone wins in this situation. and hopefully in the future your boss will give you more responsibility and you can be the manager of that dept. one day.

Your job is essentially quality control the way you describe it. Your company sets a standard for their employees, and you QA to ensure that the standard is met. Additionally, it sounds as if you also protect the company from some kind of legal issue if you are there to ensure that people don't give advice.

So something is very wrong with the training that the reps are receiving if they are angry. Either they don't understand that what you are doing is intended to help them do their job better, and/or the company is presenting what you do as punitive. Additionally, there may be little or no support for the reps once you uncover a problem to help them to do their job better - so it could be very frustrating for them. If your company is any good, then there is no way they want frustrated reps talking to their clients. So...

Consider talking to your manager and letting them know that you are being treated as the enemy, not someone who is trying to help them do their job better. Ask them what followup training the reps receive, and how they receive the feedback. Ask what you can do better/differently that would help them to be better at their job.

Also, you don't talk about what you do to reinforce what goes well on a call, or when someone does something that is exceptional. If that's not part of your job, it should be.