Quality Assurance

How QA is Transforming Sales

Learn how QA is transforming sales by improving interactions, refining strategies, and guiding smarter decisions, with insights from Gorgias.

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Elevating Trust and Safety through QA: How TaskRabbit Sets the Standard

Leanna Merrell

Explore TaskRabbit's leadership in Trust and Safety QA with proactive risk management and advanced fraud prevention strategies that enhance customer experience.

Elevating Business Excellence Through Non-Customer-Facing QA: A Strategic Imperative

Leanna Merrell

Ensure operational excellence and strategic decision-making with quality assurance best practices. Discover how MaestroQA enhances internal processes and non-traditional QA through strategic quality management strategies.

Mastering Agent Onboarding: Quality Assurance Lessons from ClassPass

Discover ClassPass's innovative approach to agent onboarding. Learn how quality assurance evaluations accelerated the “learning curve” and set clear benchmarks for new agents to ramp and succeed quickly.

Driving Business Impact with Targeted QA: Insights from an Expert

Learn how targeted QA can drive business impact and improve agent performance. Discover the benefits, implementation strategies, and practical insights from industry expert Michelle Vanchieri.

How Angi Unlocked Growth and Continuous Improvement with QA

Find out how Sydney's strategies and MaestroQA's powerful tools enabled exceptional customer service for Angi and fostered a culture of continuous improvement.

How to Revamp QA Scorecards for Enhanced Quality Assurance

In this blog, we provide actionable insights for revamping QA scorecards to boost your team's performance and drive unparalleled results in quality assurance.

De-Villainizing QA Scorecards with Hims & Hers Customer Service

This blog explores de-villainizing quality assurance scorecards for exceptional customer service. Learn how Hims & Hers empower agents and improve scorecards.

Writing the Auto QA Playbook & Transforming Customer Support

Larrita Browning

Learn how an Auto QA program can transform customer support, improve key performance indicators such as CSAT and AHT, and ultimately boost your bottom line.

Guide to Building Call Center Quality Monitoring Scorecards

Get a comprehensive guide to building effective call center QA scorecards. Learn the essentials of monitoring quality and aligning support interactions with company standards.

Call Calibration: What is It & What are the Benefits?

Larrita Browning

Align your QA teams with effective call calibration. Learn how to use this valuable process for consistent quality in customer interactions.

A Guide to Customer Service Quality Assurance Programs

Learn how to create a customer service QA program that helps you scale your support team without affecting the quality of customer support.

Streamline Your Call Center's QA Program With 4 Key Features

Running an effective QA Program for your call center can be overwhelming, but there are a few key features to streamline your QA program for better efficiency.

Increase QA Team Alignment with Call Calibration & GraderQA

Dan Rorke

In this post, we discuss building the foundations of a robust quality assurance program with Call Calibrations and how it can increase your QA team's alignment.

Build the Ultimate QA Scorecard Process for Email and Chat

Ensure the best customer service experience by using Quality Assurance Scorecards. Learn the process of building one for chat + email in this blog post.

How to Grade Customer Service Calls

Grading customer service is a key part of overall quality assurance. Deciding what metrics are most relevant can be a job of its own. Learn how in this article!

Auto-Fail in Call Center QA: What It Means and When to Use It

Auto-fail questions catch the worst customer service mistakes and protect a company’s reputation. Learn how to use auto-fail to increase agent performance.

Quality Assurance and Training with Seismic Learning & MaestroQA

We explore how Zola uses MaestroQA's Seismic Learning integration to complete their quality assurance and customer service training programs.

Your Most Important CX Metric Is Your QA Score - Here's Why

Your QA score is the only CX metric that gives you a clear view of the quality of customer support. Learn how you can use it to improve customer experience.

3 Ways to Improve Your CSAT Score through Quality Assurance

Learn why CSAT scores aren't always an effective indicator of customer experience, and 3 ways to improve them.

3 Ways to Test Your Call Center Quality Assurance Scorecard

Testing your call center quality monitoring scorecard is an essential part of ensuring it gives your team the right insights and data to make key decisions.

Building a New Call Center Quality Assurance Scorecard

Call center quality monitoring scorecards are the backbone of every quality assurance (QA) program—this checklist helps you get started on building one out.

How to Refresh Your Call Center Quality Monitoring Scorecard

Call center quality monitoring scorecards require a refresh every 6 months or so. In this blog, learn 5 steps on how to prepare your scorecard for the new year.

How to Update Your QA Scorecard

Quality assurance scorecards need updating sometimes. Learn when to update your scorecard, why it's important, and how it can improve customer experiences.

The Past, Present, and Future of Quality Assurance

The Future of Quality is here. QA is critical to customer support and providing amazing customer experiences - learn what your CX team needs to think about.

Setting Up a Grading Cadence for Your QA Scorecard

Your CX QA scorecard needs a grading cadence to go with it. Learn how to create one for your team in this blog post.

고객센터 품질관리를 위한 QA전문가가 꼭 필요할까요?

Team MaestroQA

QA experts are indispensable for quality control and efficiency in call centers. Learn why and how to optimize their role effectively.

MaestroQA's Aircall Integration: Bring Your Calls to Life

Find out how to use Aircall with MaestroQA for your call center agents to deliver a seamless agent monitoring, quality assurance, and agent coaching experience.

Customer Experience Management and Quality Assurance Jobs

There are lots of customer support & quality assurance jobs out there. If you're just starting your search, start here for these posts from our network!

21 Key Customer Experience Definitions for QA Professionals

In this blog, we outline 21 must-know terms every customer support + QA person needs to know. We start with the basics (like CSAT & NPS) then dive deeper.

How to Onboard Your Customer Service Team to a New QA Program

Onboarding your customer service team to a new QA program takes time. This blog post details the full process so you can get up-and-running smoothly.

Why Getting Buy-in for Quality Assurance is Essential

Getting buy-in for your customer support quality assurance (QA) team is critical to success. This blog post shows you how to start the conversation.

Should You Have Dedicated Quality Assurance Specialists?

Trying to understand who should run QA for your support team? Spoiler alert: you probably need a dedicated QA specialist. This blog post has all the answers.

Five Questions to Jumpstart your QA Scorecard Research Process

Five common questions we see on customer experience quality assurance scorecards that you should include in your QA program.

How To Build Your First QA Scorecard — A Comprehensive Guide

Learn how to build an effective QA scorecard from scratch. This guide provides step-by-step instructions to create a foundation for your quality assurance program, ensuring consistent customer service quality.

How to Create an Omnichannel Call Center Quality Assurance Scorecard

In this blog post, we provide a comprehensive guide to creating an omnichannel call center quality assurance scorecard to transform your QA processes.

Customer Service Training and Quality Assurance – How Lessonly and MaestroQA Close the Loop

We explore how Zola uses MaestroQA's Lessonly integration to complete their Quality and Training programs.

Call Center Quality Assurance with Zola and Peloton

Learn about how Peloton and Zola use Customer Service Quality Assurance to empower agents on their CX team from our past conference, The Art of Conversation.

How to Avoid Bad Customer Service as you Scale your Business

Bad customer service should not be an outcome of rapid growth. A quality assurance program can help you ensure CSAT scores remain high as your team grows.

Creating a Multi-Channel Quality Form For Contact Centers

Gain insights from a seasoned Director of CX on creating effective multi-channel quality forms. Learn essential components that ensure comprehensive quality assurance across various customer support channels.

How to Create A Customer Service Quality Assurance Form

Explore the process of creating a customer service QA form through an expert interview. Gain insights into best practices for crafting forms that accurately assess and enhance service quality.

How FabFitFun Uses Customer Service Quality Assurance To Manage A Best-In-Class Support Team

Team MaestroQA

Discover how FabFitFun utilizes customer service QA to manage a top-tier support team. Learn strategies to maintain high-quality support as your team scales.

Customer Service Quality Assurance for Higher CSAT Explained

Explore how MaestroQA's experts use customer service quality assurance to unlock higher CSAT scores. Learn about the techniques and benefits of implementing a robust QA program.

Customer Service Quality Assurance and Soft Skills

Discover how customer service QA can identify which soft skills correlate with high CSAT scores, based on analysis of 150,000 interactions. Gain insights to enhance agent training and customer satisfaction.

Maintaining Quality Of Customer Support In The Face Of Hyper-Growth

Address the challenges of maintaining quality in rapidly growing customer support teams. Learn strategies to uphold service excellence during expansion phases.

Fresh Take: How Peer Review Can Identify Improvements

Uncover the benefits of peer review in quality assurance to boost CSAT scores. Discover how second opinions on customer interactions can lead to significant improvements in service quality.

Why Failure To Provide Great Customer Service Is A Risk To Company Success

Examine the risks of poor customer service and how quality assurance minimizes these risks. Learn why maintaining high-quality support is crucial for company success.

How Shinesty Uses Alternative Positioning as a Best Practice

Dive into how Shinesty excels in customer support through innovative alternative positioning. Understand their unique approach to maintaining low customer effort scores and how it enhances overall customer experience.

Roger That! Assume Nothing Until You Get Confirmation

Explore the critical role of confirmation in customer support interactions. Learn how a robust QA program can ensure thorough verification processes, enhancing service reliability and customer trust.

Dangers Of The 90%+ QA Scores

Uncover the pitfalls of high QA scores in customer support. Learn how inflated QA ratings can mask underlying issues in your customer experience strategy, and discover actionable solutions to ensure genuine service quality.

Is Your Quality Assurance Program Built For 2018?

Assess whether your quality assurance program is future-ready. Explore the shift from punitive measures to coaching-focused QA strategies that enhance long-term customer service quality.

5 Ways Quality Assurance Programs Can Improve CSAT Scores

Discover five strategies to improve CSAT scores through effective quality assurance. Learn how a well-implemented QA program can lead to better customer understanding and service delivery.

How to Calculate CX Quality Assurance Scores

Customer service teams are now using QA scores more than ever to improve support operations and understand call center performance. Here's how to calculate it.

The Transformation of QA: Driving Business Results - Key Takeaways from MaestroQA’s CX Summit

Lauren Alexander

Highlighting trends and "win" stories shared at MaestroQA's CX Summit: The Art of Conversation, illustrating transformative power of QA in driving performance improvements, customer satisfaction, and business growth.

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