Glossary of Terms

Quality Assurance (QA)

Definition of
Quality Assurance (QA)

Quality Assurance (QA) is a process that measures the quality of a task against process guidelines that results in quality reports or recommendations about a specific agent, a group, service, project or organization. It is normally based on audits performed on random samples. QA audits typically assess random tasks using scorecards that independently evaluate different factors such as Compliance, Accuracy, Efficiency and, in the context of customer support, Customer Satisfaction.

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