Glossary · Customer Satisfaction
Quality Assurance
The systematic review of customer interactions to keep standards high and consistent.
Quality Assurance in Practice
Typical QA Criteria
- Process adherence: Did the agent follow the right steps?
- Soft skills: Empathy, acknowledgement, tone
- Effectiveness: Was the issue resolved?
- Compliance: Regulatory requirements met?
QA as Coaching
The point of QA is not to score people but to help them improve. Scorecards without coaching conversations produce resentment, not improvement. Tie every review to one specific, actionable change.
Frequently Asked Questions
Enough to give each agent coachable feedback regularly - typically 4-8 interactions per agent per month, calibrated across reviewers. More volume without calibration produces bias; less volume without consistency produces noise.
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