Sharon Oatway
Contact Center Quality Assurance Job Description + KPIs
Contact Center Quality Assurance Specialist/Analyst job description and key performance measures. Updated for 2025.
top of page
1-866-920-9211
Search
![Call Center Quality Assurance Analyst Training [Includes Job Description + KPIs]](https://static.wixstatic.com/media/91af56_c8fa8554b76145b8af1d15b01b1d38bf~mv2.jpg/v1/fill/w_1816,h_1364,fp_0.50_0.50,q_90,enc_auto/91af56_c8fa8554b76145b8af1d15b01b1d38bf~mv2.jpg)
Sharon Oatway
Nov 125 min read
Call Center Quality Assurance Analyst Training [Includes Job Description + KPIs]
Call Center QA teams are often small. Investing in comprehensive training upfront will contribute to your QA program's overall success.
Sharon Oatway
Nov 43 min read
‘Scheduling with Care’ Elevates Healthcare Call Center Scheduling Standards
The Healthcare Call Center is often the first interaction between a patient and healthcare provider, making it a critical touchpoint ....
Sharon Oatway
Nov 13 min read
The Ultimate Holiday Checklist for Call Center Managers
Checklist with last-minute initiatives call center managers can undertake to tackle the challenges of the upcoming holiday season.
Sharon Oatway
Sep 44 min read
Is it time to review your Contact Center Quality Monitoring Form?
When was the last time you took a good, hard look at your Contact Center's Quality Monitoring Form?
Sharon Oatway
Sep 27 min read
Ultimate Interview Questions for Hiring a Call Center Quality Assurance Analyst
A comprehensive list of interview questions designed to assess the oveall capababilities of a contact center Quality Assurance Analyst.
Sharon Oatway
May 306 min read
4 Reasons to Consider Outsourced Contact Center Quality Assurance
Investigate 4 reasons why you should consider outsourcing your internal call center quality assurance this year.
Sharon Oatway
Apr 305 min read
Call Center Quality Monitoring Scores: The Good and The Bad
The QA score is at the heart of evaluating the customer's experience. But are numerical QA scores helping or hindering agent performance?
Sharon Oatway
Jan 24 min read
Is Your Call Center Quality Assurance Scorecard Aligned with Customer Expectations?
Explore why it is essential to keep your scorecard current and how doing so can help minimize or eliminate behaviors that no longer contribu
Sharon Oatway
Dec 5, 20236 min read
The Future of Quality Assurance in Contact Centers
with the advent of speech analytics and artificial intelligence (AI), the landscape of QA in contact centers is rapidly evolving.
Sharon Oatway
Nov 3, 20234 min read
Leveraging Quality Assurance as a Service (QAaaS) for Superior Customer Service
Quality Assurance as a Service (QAaaS) is a model where companies partner with a third party to assess their agent/customer interactions.
Sharon Oatway
Nov 3, 20235 min read
Designing an Effective Quality Assurance Scorecard for Customer Service Call Centers
Explore the key aspects of designing a quality assurance scorecard for customer service centes. Criteria. Pitfalls. Success!
Sharon Oatway
Nov 3, 20236 min read
Customer Service Outsourcing Services: Are they a good fit for your organization?
Managing an in-house customer support team can be costly and challenging. This is where customer service outsourcing services can help.
Sharon Oatway
Oct 16, 20234 min read
Mastering Call Center Quality Assurance: Priorities + Key Success Factors
In this post, we'll delve into the core priorities and key success factors for mastering call center quality assurance.
Sharon Oatway
Oct 3, 20235 min read
Is it Time to Bid Farewell to the Email Customer Service Channel?
Is it time to retire email as a customer service channel? The emergence of chat and generative AI innovations promises a seismic impact...
Sharon Oatway
May 30, 20235 min read
Leveraging Questions to Deliver Tailored Advice: Customer Service Best Practice
Effective and efficient questioning is the quickest and most engaging way to gather information and uncover the root cause of a problem.
Sharon Oatway
May 25, 20234 min read
Contact Center Outsourced Quality Assurance Primer
The top 10 reasons companies outsource their call center or contact center quality monitoring.
Sharon Oatway
May 18, 202311 min read
Top 10 Qualities of a GREAT Call Center Quality Assurance Analyst
Contact Center Quality Assurance Analysts are often taken for granted and yet they are one of the most valuable roles in the contact center.
![Designing a Call Center Quality Assurance Scorecard [Free QA Scorecard Design Ideas]](https://static.wixstatic.com/media/91af56_2376d6d71734479bafd43df2b57c1875~mv2.jpg/v1/fill/w_1816,h_1364,fp_0.50_0.50,q_90,enc_auto/91af56_2376d6d71734479bafd43df2b57c1875~mv2.jpg)
Sharon Oatway
May 17, 20239 min read
Designing a Call Center Quality Assurance Scorecard [Free QA Scorecard Design Ideas]
This guide highlights the key elements of a robust QA Scorecard that reflects your brand and delivers the customer experience that builds
Kirk Dunn
May 17, 20233 min read
Best Practice: Managing a Call Center Quality Assurance Calibration Session
QA Calibration is an essential part of every contact center's quality program. Here are 7 tips to make sure your calibrations run smoothly
bottom of page