What is Quality assurance?
Checking that calls meet a standard.
Call QA scores conversations against a rubric — did the agent identify themselves, follow the script, resolve the issue. Traditionally a supervisor sampled a few percent of calls; automated scoring makes reviewing all of them possible.
This is an industry glossary. A term defined here is not a statement that Drop AI provides it — see the pricing page for what is included.
Related
Terms that come up alongside it
Call operations
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