Quality assurance (QA) in a support context involves sampling and evaluating customer-agent interactions — tickets, chats, calls, or emails — against a predefined scorecard. The goal is to identify skill gaps, enforce consistency, and drive continuous improvement across the team.
A typical QA process includes:
- Defining a scorecard with weighted criteria (e.g., correct resolution, empathy, grammar)
- Reviewing a statistically meaningful sample of interactions per agent per period
- Sharing calibrated feedback with agents and tracking score trends over time
QA scores are usually expressed as a percentage and benchmarked against a team target (e.g., 85% quality score). QA differs from customer satisfaction (CSAT) in that it reflects internal standards, not just customer perception. The two metrics are most valuable when analyzed together, since a high QA score alongside a low CSAT may signal that the scorecard criteria need refinement.