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Customer Service vocabulary · Service Metrics & Quality

Quality assurance

Meaning in customer service, with examples

nounCommon term

In customer service, quality assurance means: Checking calls, chats and emails against set standards to make sure the service is correct, consistent and polite.

In Turkish: kalite güvencesi, kalite kontrol, kalite değerlendirmesi

How it is used

Often shortened to QA. A QA team listens to recorded calls, scores them with a checklist (greeting, verification, accuracy, tone) and gives feedback to agents. The message "This call may be recorded for quality and training purposes" refers to this process.

Example sentences

  1. Quality assurance scores five random calls per agent every month.

  2. The quality assurance team noticed that some agents were skipping the security check.

Common collocations

  • quality assurance team
  • QA score
  • quality assurance checklist
  • call quality
  • feedbackOpinions, comments or information from customers about a product or service, used to learn what works and what needs to change.
  • team leaderA person who leads a small group of agents, supports them during shifts, monitors their performance and coaches them.
  • active listeningListening with full attention, checking that you have understood and showing the speaker that you are following.
  • CSATCustomer satisfaction score: a measure based on short surveys that ask customers how satisfied they were with a product or with one interaction.

More terms: Service Metrics & Quality

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