Quality Assurance and Monitoring 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 Monitoring flashcards as text
What is the primary goal of a Quality Assurance program in a call center?
Answer: To continuously improve customer experience and consistency through measurement and coaching
QA exists to improve service consistency and customer experience through feedback loops, not to punish agents.
Which scenario best justifies targeted (non-random) call monitoring for a specific agent?
Answer: The agent recently received customer complaints about a specific behavior
Complaints about a specific behavior justify focused monitoring to confirm and coach that exact issue.
What does inter-rater reliability measure in a QA program?
Answer: The degree to which different evaluators give the same call the same score
Inter-rater reliability quantifies scoring consistency across evaluators, the target of calibration.
A QA analyst notices many agents fail the same scorecard item on greeting compliance. What is the best first response?
Answer: Investigate whether training, scripting, or the scorecard item itself is the root cause
A widespread failure usually points to a systemic cause like unclear training or a flawed criterion, not individual agents.
How does screen recording complement voice recording in quality monitoring?
Answer: It shows whether agents navigate systems correctly and document accurately during the call
Screen capture reveals system navigation, data entry accuracy, and after-call work that audio alone cannot show.
What is 'after-call work' (ACW), and why do QA teams monitor it?
Answer: Post-call tasks like notes and dispositions that affect data quality and availability
ACW covers wrap-up tasks such as documentation and coding, which impact data accuracy and agent availability.
Which practice best closes the loop after QA identifies a recurring skill gap across the team?
Answer: Feeding findings into targeted training and re-monitoring to confirm improvement
QA delivers value when findings drive training and follow-up monitoring verifies the gap actually closed.