Description should include
- the definition of quality assurance process
- the definition of quality improvement process
- how QA/QI is used to perform call reviews, to evaluate data, and to provide feedback to enhance the overall system.
Process/Skill Questions:
- What is the minimum number of calls that should be screened in an audit?
- How often should the quality assurance audits be performed?
- What data should the call center document regarding call quality assurance?