What is Call Center Quality Assurance (QA): A Quick Guide

What is Call Center Quality Assurance (QA) A Quick Guide

In customer service, quality assurance (QA) ensures that your team provides the best possible experience for every caller. A call center quality assurance program is a set of standards and procedures that are put in place to monitor and improve the quality of customer service interactions. 

There are many moving parts to a quality assurance program, but at its core, call center quality assurance is all about making sure that your team is delivering consistent, high-quality customer service. This can be accomplished through quality monitoring, which is the process of recording and reviewing customer service calls to identify areas of improvement. 

This article will explore the basics of call quality and why call center QA is so important. We will also look at some tips for improving call center quality assurance.


What is Quality Assurance (QA) in a Call Center?

Simply put, it is the process of ensuring that customer interactions meet or exceed quality standards. This includes evaluating and monitoring all aspects of the customer experience, from the initial contact to resolution. 

Quality Assurance also ensures that customer interactions are aligned with business goals. This process aims to identify common customer issues, improve overall customer experience, and aid in standardizing communication processes with customers.


Why is QA Important?

Quality assurance is important for two main reasons: first, it protects your business reputation by ensuring customers have a positive experience; second, it improves agent productivity and reduces the number of calls that need to be re-routed or escalated. 

In addition, quality assurance can also help you to identify training opportunities for your agents. For example, you can spot areas where agents need more coaching or training by monitoring customer service calls. 

A quality assurance program can also help to improve first-call resolution rates. By identifying and addressing common customer issues, quality assurance can help to reduce the number of calls that need to be transferred or escalated. 


How To Assess Call Quality

Call quality is usually monitored and assessed by qualified quality assurance analysts, as well as the team leader and quality assurance specialist. Analysts listen to customer service calls and score them against quality criteria.  

The quality criteria will vary depending on the company but may include factors such as call handling time, first call resolution, customer satisfaction, compliance with company procedures, and use of product knowledge. There are two data categories, also known as quality parameters, which are assessed when monitoring call center QA.

Call and customer metrics: this category covers average response time, customer satisfaction ratings, handling time, CSAT scores, NPS ratings, and productivity metrics.

QA assessment: this category is usually performed by the QA specialist or team leader on a sample of customer interactions assessing the professionalism and resolution against a scorecard.


What Makes a Good Call Center Quality Analyst?

Call center quality analysts fulfill an important role in quality assurance. They are responsible for assessing the quality of customer service calls and providing feedback to agents. For this reason, the call center quality analyst needs to have the following skills:

  • Excellent problem-solving and issue resolution
  • Solid technical comprehension and analytical skills
  • Outstanding written, listening, and verbal skills
  • Good attention to detail and thoroughness
  • Exceptional interpersonal skills and customer care
  • Ability to provide constructive feedback


Tips for Call Center Quality Assurance

Call center QA may seem challenging, but there are a few things you can do to make the process easier. Here are some tips for call center quality assurance:


Set Your Priorities

Are you aiming to get more customer feedback? Improve first call resolution rates? Increase customer satisfaction scores? It’s important to set your quality assurance goals so that you can prioritize and measure your progress.


Create a Scorecard

A quality scorecard is a document that lists the quality criteria that you’ll be measuring. This scorecard should be shared with agents to know what they need to focus on.


Monitor Calls Regularly

How often you monitor calls will depend on your quality assurance goals. Generally, it’s a good idea to perform quality monitoring on a weekly or bi-weekly basis.


Get Feedback From Agents

After you’ve monitored calls, be sure to provide feedback to agents. This feedback should be specific, objective, and actionable.


Collect Customer Feedback

In addition to agent feedback, it’s also important to collect customer feedback. This can be done through surveys or customer satisfaction ratings.


Implement Changes Based on Relevant Feedback

Once you’ve collected feedback, it’s time to take action. Use this feedback to make changes to your quality assurance program.


QA Should Help Achieve Business Goals

Call center quality assurance is a critical part of any call center. By setting quality assurance goals and monitoring calls regularly, you can help to improve the quality of customer service interactions. In turn, this will help you to achieve your business goals. 


Improve Quality Assurance in the Call Center with DATAMYTE

If you want to incorporate quality assurance in the call center, DATAMYTE can help. Our Digital Clipboard is an excellent software that can help you create workflows that help you to monitor quality assurance in the call center. 

With the DataMyte Digital Clipboard, you can create a quality assurance workflow tailored specifically to your call center. This workflow can help collect customer feedback, monitor calls, and provide agent feedback. 

With our intuitive drag-and-drop interface and smart form builder, you can easily create quality assurance workflows and related tools that will help you improve quality in the call center. 

Book a demo with us today to learn more about how DATAMYTE can help you with quality assurance in the call center.



If you are thinking of implementing a quality assurance program in your call center, or if you are looking for ways to improve your existing quality assurance program, we hope this article has been helpful. Quality assurance is an important part of running a successful call center and can help to improve customer satisfaction, agent productivity, and first call resolution rates. 



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