Glossary

Helpful A-Z glossary listing key terms, acronyms and their definitions.

Q

QA

See quality assurance.

QA Evaluation Sheets

Quality Assurance (QA) evaluation sheets refer to forms used by contact centers for quality assurance, and performance assessment of customer service agent interactions with clients. These forms can be used as a performance guide for both the evaluator and customer service agent.

Quality Assurance (QA)

The term quality assurance (QA), refers to a set of procedures established by a company or business, in order to ensure that a product or service meets specific quality requirements.

Quality Analyst

Refers to an employee or consultant, who is responsible for evaluating quality assurance (QA) processes and procedures of a call center operation.

Quality Monitoring

Refers to the process of monitoring and reviewing the quality of a product, service, or process, by reviewing calls, chats, text messages, and social media interactions, in order to ensure that all processes and procedures meet specific quality standards.

Quantitative Forecasting

Refers to a forecasting technique that utilizes statistical evidence and historical trends as a basis to predict future events. Two major sectors of quantitative forecasting are time series analysis and casual relationship model.

Queue

A sequencing process that helps call centers improve customer service quality by placing customer calls, emails, chats, social media, or SMS inquiries, in waiting lines or queues, until a customer service agent is available to accept the interaction.

QuikStaff

A software tool used for calculating call center resource requirements, through the use of sophisticated mathematical modeling that helps call center professionals in evaluating a variety of staffing, services, and cost tradeoffs.