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 call center uses speech analytics to flag 100% of calls for keywords. What role should human QA evaluators play in this setup?
Answer: Reviewing flagged calls in depth and assessing soft skills the software cannot judge
Analytics excels at broad detection, but humans are still needed to evaluate context, empathy, and nuanced soft skills.
An agent scores 95% on quality but has the lowest customer satisfaction ratings on the team. What does this discrepancy most likely suggest?
Answer: The QA scorecard may not measure the behaviors customers actually value
When internal quality scores and customer feedback diverge, the scorecard likely rewards behaviors that do not drive real customer satisfaction.
What is the best first step when coaching a new agent who is struggling with call control?
Answer: Have them listen to examples of well-controlled calls with guided discussion
Modeling desired behavior through example calls gives new agents a concrete picture of what good call control sounds like.
Which statement best describes the difference between quality assurance and quality control in a contact center?
Answer: QA focuses on improving processes proactively while QC inspects individual outputs for defects
Quality assurance builds processes that prevent errors, while quality control checks individual interactions after they occur.
A coach wants an agent to take ownership of their own development. Which technique supports this best?
Answer: Asking the agent to self-assess their call before sharing the QA evaluation
Self-assessment engages the agent in identifying their own gaps, which increases buy-in and accountability for improvement.
Why is it important to monitor a mix of call types, such as billing, technical, and cancellation calls, for each agent?
Answer: To get a representative view of performance across different skills and scenarios
Different call types test different skills, so a varied sample reveals a more complete and accurate performance picture.
An agent repeatedly fails the same scorecard item despite multiple coaching sessions. What should the supervisor consider next?
Answer: A different intervention, such as targeted retraining, shadowing, or a skill-gap assessment
When standard coaching fails, the issue may be a deeper skill or knowledge gap requiring a different development approach.