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 a Medallia QA review, what does a 'response rate anomaly' most commonly signal?
Answer: An unusual spike or drop in responses that may indicate a sampling, technical, or data quality issue
A response rate anomaly—whether a sudden spike or drop—often flags a sampling error, technical malfunction, or fraudulent responses requiring investigation.
Which Medallia governance control helps prevent unauthorized changes to live survey programs in a production environment?
Answer: A change management workflow requiring approval before deploying survey edits to production
A formal change management workflow with required approvals prevents unauthorized or untested edits from reaching live production surveys.
A Medallia customer reports that they never consented to receive a feedback survey. Under GDPR, what is the organization's most immediate compliance obligation?
Answer: Provide evidence of a lawful basis for processing the customer's contact data or cease contact
GDPR requires organizations to demonstrate a lawful basis (such as consent or legitimate interest) for processing personal data; lacking one means contact must stop.
What is the purpose of 'survey throttling' rules within Medallia's quality assurance best practices?
Answer: To prevent the same customer from receiving too many survey requests in a defined time period
Survey throttling limits how frequently individual customers are contacted, protecting the customer experience and improving data quality by reducing fatigue-driven responses.
Which data quality check should a QA analyst run on Medallia verbatim data before feeding it into a text analytics model?
Answer: Screening for duplicate, bot-generated, or spam responses that could skew analysis
Duplicate, bot, or spam responses introduce noise that degrades text analytics accuracy, so filtering them is a standard pre-processing QA step.
A Medallia implementation team is setting up a cross-border CX program. Which compliance consideration is most critical when transferring EU customer feedback data to US-based servers?
Answer: Implementing an approved data transfer mechanism such as Standard Contractual Clauses (SCCs) under GDPR
GDPR restricts transfers of personal data to non-EEA countries; Standard Contractual Clauses are a recognized legal mechanism to authorize such transfers.
What is 'response bias' in the context of Medallia QA, and why does it matter for compliance reporting?
Answer: It refers to the tendency of only highly satisfied or highly dissatisfied customers to respond, skewing CX metrics used in compliance reports
Response bias means the sample of respondents is not representative of all customers, which can distort compliance metrics and lead to inaccurate program conclusions.