Quality Assurance (QA)

What is Quality Assurance (QA)

Quality Assurance (QA) in a contact center is the process of monitoring and evaluating agent interactions with customers to ensure they meet quality standards and follow company procedures. The goal is to identify areas for improvement and provide coaching to enhance agent performance and the overall customer experience. While traditional QA relies on manually reviewing a small sample of calls, AI-powered QA can automatically analyze 100% of interactions, providing a much more comprehensive and objective assessment of quality.