Quality Assurance & Compliance Flashcards
7 cards from real Medallia Customer Experience Certification 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 & Compliance flashcards as text
In Medallia's QA framework, what is the recommended approach when a survey translation is flagged as potentially inaccurate by a QA reviewer?
Answer: Submit the translation for re-review by a qualified native speaker before re-deployment
Accurate translations are critical for data integrity, so flagged content must be reviewed by a qualified native speaker before the survey goes live again.
Which Medallia configuration best ensures that personally identifiable information (PII) is masked when shared in internal CX reports?
Answer: Enabling field-level data masking on sensitive attributes in reporting views
Field-level data masking in Medallia reporting hides or redacts PII such as names and emails while still allowing analysis of feedback trends.
A compliance officer requests evidence that Medallia survey invitations include a valid opt-out mechanism. Which element satisfies this requirement?
Answer: An unsubscribe link that removes the respondent from future survey communications
CAN-SPAM, GDPR, and similar regulations require that marketing and survey emails include a clear, functional unsubscribe mechanism.
During a Medallia QA cycle, which metric is used to assess whether survey questions are measuring what they are intended to measure?
Answer: Construct validity
Construct validity measures whether a survey instrument accurately captures the underlying concept it is designed to assess.
What is the compliance implication of linking Medallia feedback data to a CRM record that contains sensitive health information (PHI)?
Answer: It may bring the Medallia instance within scope of HIPAA regulations
Integrating CX feedback with PHI from a CRM may make the Medallia environment subject to HIPAA's data protection and security requirements.
A QA manager wants to ensure inter-rater reliability when human reviewers score open-text responses in Medallia. Which approach is most effective?
Answer: Training all reviewers on a standardized rubric and periodically checking agreement rates with calibration sessions
Standardized rubrics combined with regular calibration sessions ensure reviewers apply criteria consistently, improving inter-rater reliability.
Which Medallia feature supports compliance with accessibility standards (e.g., WCAG 2.1) for survey delivery?
Answer: ARIA-label support and keyboard navigation in survey templates
Medallia survey templates with ARIA labels and keyboard navigation support WCAG 2.1 requirements, ensuring surveys are accessible to users with disabilities.