Quality Assurance
Quality assurance (QA) in customer support is the systematic process of evaluating interactions to ensure agents meet defined service standards for accuracy, professionalism, and effectiveness.
In Depth
QA programs evaluate agent interactions against scorecards that measure criteria like greeting quality, issue identification accuracy, solution correctness, communication clarity, empathy, policy compliance, and proper documentation. Traditional QA reviews only 2-5% of interactions due to time constraints. AI revolutionizes QA by enabling 100% coverage — every conversation is automatically evaluated against quality criteria.
AI-powered QA can detect tone issues, factual errors, policy violations, and missed opportunities across all channels and all agents, providing a complete and unbiased view of support quality. This allows QA teams to shift from random sampling to targeted coaching, focusing their time on the interactions and agents that need the most attention. Quality trends can be tracked in real-time, and coaching can be delivered immediately rather than weeks after the interaction occurred.
Related Terms
Quality Assurance (QA)
QA in customer support is the systematic process of monitoring, evaluating, and improving the quality of agent interactions to ensure they meet established standards for accuracy, tone, and resolution effectiveness.
Quality Management
Quality management in customer support is the systematic process of monitoring, evaluating, and improving the quality of customer interactions across all channels.
Call Monitoring
Call monitoring is the practice of listening to live or recorded customer calls to evaluate agent performance, ensure quality standards, and identify coaching opportunities.
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