QA Training

It is the process of selecting a sample from a larger batch or population to assess and ensure the overall quality meets specifics standards

Q_____y S_______

• Quality Sampling

• Quality Standard

• Quality System

• Quality Summary

It is the process of documenting, analyzing, and presenting, data related to the quality of processes within an organization.

______y ___or____

• Quality Remediation

• Quality Reporting

• Quality Repository

• Quality Resortation

This involves helping individuals or teams improve their performance and outcomes and focusing on building a culture of quality and enhancing skills

____i___ ________

• Quality Consent

• Quality Conclusion

• Quality Coaching

• Quality Culture

It is a proactive process that uses data to identify areas of improvement and implement solutions to enhance services, processes, and outcomes.

Answer explanation

Quality Continuous Improvement Program

This involves addressing issues or concerns that arise during the quality evaluation

Answer explanation

Quality Dispute

This focuses on addressing critical issues before they escalate

Answer explanation

Quality Dispute

This is the phase where agents have been in the production phase and did not meet their QA targets for 3 months

• Production Phase

• Certification Phase

• Nesting Phase

• Production Bootcamp Phase

This phase occurs after agents complete their training, where they gradually transition to taking live calls

This tool is what you use to listen to agent's calls

• EVO

• Panviva

• Sharepoint

• QA Scorecard

Answer explanation

Quality Dispute

This parameter is when agents are presenting a personalised solution to the customer and the customer clearly understands what has been offered to them

Answer explanation

Quality Dispute