Medallia Customer Experience Certification Quality Assurance & Compliance 3 — Questions and Answers
Question 1: In Medallia's QA framework, what is the recommended approach when a survey translation is flagged as potentially inaccurate by a QA reviewer?
- Remove the language option entirely from the survey
- Submit the translation for re-review by a qualified native speaker before re-deployment (Correct answer)
- Auto-translate using a third-party API and redeploy immediately
- Mark the responses from that language as invalid in the dataset
Correct 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.
Question 2: Which Medallia configuration best ensures that personally identifiable information (PII) is masked when shared in internal CX reports?
- Enabling field-level data masking on sensitive attributes in reporting views (Correct answer)
- Setting survey distribution to anonymous mode
- Limiting report access to senior management only
- Archiving all responses older than 90 days
Correct 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.
Question 3: A compliance officer requests evidence that Medallia survey invitations include a valid opt-out mechanism. Which element satisfies this requirement?
- A link to the company's social media pages
- An unsubscribe link that removes the respondent from future survey communications (Correct answer)
- A satisfaction rating embedded in the email footer
- A reminder notice about the survey deadline
Correct 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.
Question 4: During a Medallia QA cycle, which metric is used to assess whether survey questions are measuring what they are intended to measure?
- Response rate
- Construct validity (Correct answer)
- Net Promoter Score benchmark
- Survey completion time
Correct answer: Construct validity
Construct validity measures whether a survey instrument accurately captures the underlying concept it is designed to assess.
Question 5: What is the compliance implication of linking Medallia feedback data to a CRM record that contains sensitive health information (PHI)?
- It automatically triggers GDPR data subject access requests
- It may bring the Medallia instance within scope of HIPAA regulations (Correct answer)
- It requires upgrading the Medallia subscription tier
- It forces all surveys to be delivered via secure SMS only
Correct 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.
Question 6: A QA manager wants to ensure inter-rater reliability when human reviewers score open-text responses in Medallia. Which approach is most effective?
- Having each reviewer use a different scoring rubric to capture diverse perspectives
- Training all reviewers on a standardized rubric and periodically checking agreement rates with calibration sessions (Correct answer)
- Assigning the highest-scoring responses to senior reviewers only
- Using only automated sentiment scores without human review
Correct 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.
Question 7: Which Medallia feature supports compliance with accessibility standards (e.g., WCAG 2.1) for survey delivery?
- Adaptive survey branching logic
- ARIA-label support and keyboard navigation in survey templates (Correct answer)
- Geographic distribution filtering
- Sentiment analysis on open-text fields
Correct 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.
Medallia Customer Experience Certification Quality Assurance & Compliance 3
In Medallia's QA framework, what is the recommended approach when a survey translation is flagged as potentially inaccurate by a QA reviewer?