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The quality monitoring process involves regularly checking and inspecting things to ensure they're meeting certain standards or criteria. It includes activities like observing, testing, and analyzing to make sure that products, services, or processes are of high quality and meet the expected requirements.

Quality monitoring comes in various types :

Call Monitoring: Listening to and assessing phone conversations for customer service quality, compliance, and effectiveness using specialized call monitoring software.

Performance Monitoring: Tracking and evaluating how well individuals or teams meet specific performance metrics or goals.

Process Monitoring: Observing and analyzing workflows or procedures to ensure they're followed accurately and efficiently.

Product Monitoring: Checking and testing products during or after production to guarantee they meet quality standards.

Compliance Monitoring: Ensuring that operations, practices, or products adhere to industry regulations, legal requirements, or company policies.

Customer Feedback Monitoring: Gathering and analyzing feedback from customers to understand their satisfaction levels and improve services or products accordingly.

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What is 'call quality monitoring'?

'Call quality monitoring' is the systematic evaluation of telephone conversations, primarily in call centers, to ensure they meet quality and performance standards. Its goals include enhancing customer satisfaction, ensuring compliance with scripts and regulations, and improving agent performance. This process involves recording, reviewing, and assessing calls using call monitoring software. Supervisors and quality assurance teams leverage call monitoring software to evaluate various aspects of the call, including agent behavior, communication skills, and accuracy. Call quality monitoring is essential for maintaining high customer service standards and continuous improvement in call center operations.


What is internal quality assurance?

Internal quality assurance is the process of monitoring and evaluating the quality of products or services within an organization to ensure they meet established standards. It involves implementing procedures and checks to identify and correct any issues that may arise during the production process, ultimately aiming to improve overall quality and customer satisfaction.


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What is process quality?

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