Glossary
Quality management is a totality of operations and processes to use for evaluation of product’s or service’s proper functioning. Inludes quality planning, quality assurance, quality control and quality improvement.
Quality management is one of the most importat internal business operations focused on improving prodcuts, services and customer experience. Quality management is a broad concept, which in context of call center industry is mostly known in the form of quality assurance, a process of evaluating agents’ knowledge and skills to meet industry requirements and customer expecatitions.
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