Call Center Quality Assurance Guidelines

Quality assurance (QA) and quality control (QC) are two sides of the same coin in quality management, but they approach things differently.

QA is the proactive big picture. It's about setting up the entire system to prevent defects from happening in the first place. This involves developing clear processes, training staff properly and constantly evaluating how well things are going. Think of QA as designing a building with strong materials and a solid foundation.

QC, on the other hand, is the reactive inspector. It focuses on catching issues in the finished product itself. This involves testing, inspecting and identifying anything that doesn't meet quality standards. Think of QC as the final walkthrough of a building, checking for cracks, leaks or uneven floors.

Here's the key difference: QA is about preventing problems, while QC is about finding them. They work together to ensure a high-quality end product.