Free white paper · Masterclass
Quality Assurance Masterclass
Scoring what matters, calibrating it fairly, and turning QA into better service.
Service level and AHT measure the machine; quality measures whether you actually helped — and a poor-quality contact comes back as a repeat, which makes QA a planning concern as much as a coaching one. This masterclass covers running QA so it improves service rather than generating scores nobody acts on: what to score, calibration, honest sampling, coaching, the AI-and-human split, and the operating rhythm.
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Download the PDF (6 pages)What’s inside
- Why quality is a planning concern — the repeat-contact link to your forecast
- Score the substance, not the script — building a form that rewards helping
- Calibration — making the score mean the same thing whoever gives it
- Sample honestly — small numbers, bias, and no league tables off noise
- Coaching from QA — closing the loop and routing patterns to the cause
- AI-led vs human QA — coverage and consistency vs judgement and coaching
- A seven-point checklist for a QA programme that improves service
In the ccPlanning white-paper series. Pair it with Designing a meaningful QA programme, What to actually score on a quality form, Calibration done well.