Glossary
Quality assurance is the process of evaluation of agent work and/or his or her qualification in purpose to define whether this work meets company’s service level and service standards or no.
Quality assurance is the entire aspect of call center work, as many call centers have their internal quality assurance departments with dozens of specilalits employed. Quality assurance is focused on ensuring that all agent can provide customer service of required quality and meet company’s requirements in the terms of service quality and speed.
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