What is the difference between quality control and quality assurance?

QA vs QC can be a confusing subject, since they sound so similar. But they are actually quite different! The former involves the process which goes into the product. So agent capabilities, for example, or call statistics . But control, testing the product, comes after that.

Does the QA team need to listen to every phone call?

No. QA does not require constant surveillance all the time. That would be a bit overwrought! However, the team should be able to have access to the calls they need in order for them to be able to conduct proper monitoring. For that, we recommend taking advantage of a call recording feature.

What is the role of a quality assurance specialist in a call center?

One of the main problems with call monitoring is that it can take away from the leadership’s day to day responsibilities, which can also be rather important. Which is why some companies use a QA specialist, a position which can centralize the hubbub which comes from testing an entire company.

Our Authors

Anthony Constantini

Author at MightyCall

Anthony Constantini is a copywriter at MightyCall. With multiple years of experience writing copy for telecommunications and other industries, Anthony cuts through the fluff and gets to the core of the message, conveying complex concepts to a variety of audiences. When not writing, Anthony is likely reading about history, going for hikes, or, probably, still writing.

Articles by Anthony Constantini

Contact Centers vs. Call Centers: What are the Differences Between the Services?

Call Centers vs Contact Centers defferences

Best Call Center Practices and Insights

Anthony Constantini

Articles by Anthony Constantini

Contact Centers vs. Call Centers: What are the Differences Between the Services?

Turn Your Home Into Your Hub: Working From Home Tips

Best Conference Calling Services in 2024

Answering Services vs. Call Center Services: Understanding the Differences

Communication Channels: Types & Examples That Will Rock Your Business

Multi-line Phone System Full Guide: What Is It, How It Works & How to Set Up?