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 main advantage of involving agents in designing or updating the QA scorecard?
Answer: It increases agent buy-in and surfaces frontline insights about realistic standards
Agent involvement builds ownership of the standards and incorporates practical frontline knowledge into the criteria.
A QA evaluator gives consistently higher scores than all other evaluators for the same calls. What is this scoring tendency called?
Answer: Leniency bias
Leniency bias is the tendency of an evaluator to rate performance more generously than the standard warrants.
During a coaching session, which type of goal gives the agent the clearest path to improvement?
Answer: Reduce average hold time by using the knowledge base shortcut list within the next two weeks
Specific, measurable, and time-bound goals tell the agent exactly what to do and by when, unlike vague aspirations.
What is the halo effect in call evaluation?
Answer: Scoring a call higher overall because the agent excels in one noticeable area
The halo effect occurs when one strong trait, such as a friendly tone, inflates the evaluator's judgment of unrelated criteria.
How can a call center best use its top-performing agents in the quality program?
Answer: Use their calls as best-practice examples and involve them in peer mentoring
Top performers' calls provide realistic models of excellence, and peer mentoring spreads their techniques across the team.
A compliance-related QA failure is discovered on a recorded call. Besides coaching the agent, what should the QA team also do?
Answer: Assess whether the issue is systemic and report it through the proper compliance channel
Compliance failures must be escalated appropriately and checked for systemic patterns, not just handled as individual coaching items.
What is the purpose of tracking QA scores at the team level in addition to the individual level?
Answer: To identify systemic issues like training gaps or process flaws affecting many agents
Team-level trends reveal whether problems stem from processes or training rather than individual agent behavior.