Quality Assurance and Coaching Flashcards
7 cards from real Call Center practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Quality Assurance and Coaching flashcards as text
A QA analyst notices an agent consistently scores well on scripted calls but poorly on unscripted escalations. What is the most appropriate coaching focus?
Answer: Critical thinking and adaptability skills
The gap appears only in unscripted situations, indicating the agent needs stronger adaptability and problem-solving skills rather than script knowledge.
What is calibration in the context of call center quality assurance?
Answer: A process where evaluators score the same calls to align on scoring standards
Calibration sessions ensure all evaluators apply scoring criteria consistently by reviewing and scoring the same interactions together.
Which coaching approach is generally most effective for correcting a recurring quality issue?
Answer: One-on-one coaching using specific call examples
Private, example-based coaching lets the agent hear the specific behavior and understand exactly what to change without public embarrassment.
A quality scorecard should primarily be designed to measure what?
Answer: Behaviors that drive customer experience and business outcomes
Effective scorecards evaluate behaviors linked to customer satisfaction, compliance, and business results rather than speed or preference.
What is the main risk of evaluating an agent based on only one monitored call per month?
Answer: The sample is too small to reliably represent overall performance
A single call is a statistically weak sample that may reflect an unusually good or bad interaction rather than typical performance.
During a coaching session, an agent becomes defensive about their QA score. What should the coach do first?
Answer: Listen to the agent's perspective and acknowledge their concerns
Active listening defuses defensiveness and builds the trust needed for the agent to accept and act on feedback.
Which metric pairing best indicates whether coaching efforts are actually working?
Answer: QA score trends alongside customer satisfaction trends over time
Improvement in both quality scores and customer satisfaction over time shows coaching is changing behavior in ways customers notice.