# What does quality assurance do in a call center?

What does quality assurance do in a call center?

##### Post Metadata
- Posted at: about 4 years ago
- Author title: Pinned by G2 as a common question



## Comments
### Comment 1

Fully records calls inbound and outbound. Depending on what you need to monitor, Quality Management can track what is being said, grade it against your company's rubric/standard, monitor HOW it's being said, and then suggest training or areas of improvement for the next call. 

##### Comment Metadata
- Posted at: about 4 years ago
- Author title: Unified Communications and Contact Center Expert. Engineering Resource Provider. Innovation on Demand.




## Related Product
[Call Criteria](https://www.g2.com/products/call-criteria/reviews)

## Related Category
[Contact Center Quality Assurance](https://www.g2.com/categories/contact-center-quality-assurance)

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