In a contact centre, QA means listening to calls (or reading chats and emails) and scoring them against an agreed set of criteria. The output is two things: a number that can be tracked over time, and a specific piece of feedback an agent can act on.
The hard part has never been the scoring. It is coverage. A team of two analysts can review a few hundred calls a month; a floor of fifty agents produces tens of thousands. Everything that follows from QA (coaching, compliance assurance, root-cause analysis) inherits the blind spots of whatever tiny sample got reviewed.
See also
- QA scorecardThe list of criteria a conversation is scored against, each with a weight and a severity.
- Statistical samplingChoosing how many conversations to review so that the result says something reliable about all of them.
- CalibrationThe practice of having several reviewers score the same conversation and reconciling the differences.