Quality Assurance (QA)

A systematic process of evaluating customer interactions to ensure they meet predefined quality standards. QA helps identify areas for improvement, ensures compliance with policies, and maintains a high level of customer satisfaction. 

QA Process: 

Monitoring: Reviewing recorded calls, chats, or emails. 

Evaluation: Scoring interactions based on criteria such as communication skills, problem resolution, and adherence to scripts. 

Feedback: Providing constructive feedback to agents for improvement. 

Conduct retraining or coaching ensuring ongoing improvement