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
What is the primary purpose of a quality monitoring form's 'auto-fail' criteria?
Answer: To flag critical violations like compliance breaches that invalidate an otherwise good call
Auto-fail items mark severe violations, such as compliance or security breaches, that outweigh all other positive behaviors on the call.
An agent's average QA score dropped sharply after a new product launch. What should the QA team investigate first?
Answer: Whether training and knowledge resources for the new product were adequate
A sudden drop coinciding with a product launch usually points to a training or knowledge gap rather than an attitude problem.
What does 'side-by-side monitoring' allow that remote call recording review does not?
Answer: Real-time observation and immediate in-the-moment feedback
Sitting with the agent lets the coach observe workflow live and correct behaviors immediately rather than days later.
In the GROW coaching model commonly used in contact centers, what does the 'R' stand for?
Answer: Reality
GROW stands for Goal, Reality, Options, and Will, with Reality meaning an honest assessment of the current situation.
Why should QA feedback be delivered as soon as possible after the evaluated call?
Answer: Because the agent can recall the interaction and connect feedback to specific behavior
Timely feedback lets the agent remember the call's context, making the coaching concrete and easier to apply.
What is a balanced way to structure a coaching conversation about a low-scoring call?
Answer: Highlight strengths, address one or two priority improvement areas, and agree on next steps
Balancing recognition with a small number of focused improvements and an action plan keeps the agent motivated and gives clear direction.
Which practice helps ensure QA evaluations are perceived as fair by agents?
Answer: Sharing the scorecard criteria openly and allowing agents to dispute scores
Transparent criteria plus a formal dispute process gives agents confidence that scoring is objective and open to correction.