Quality Assurance is a process of reviewing, monitoring, and analyzing customer service interactiond to ensure that agents are meeting the expected service standards. It helps identify what agents are doing well, where improvements are needed, and what actions can be taken through coaching, training, and process improvement. Through QA, the team can better understand customer needs, improve service consistency, and drive stronger customer satisfaction.

1.) 2 types of verification process:
- verified and unverified caller 
- (dynamics verified caller)
-  NEVER repeat verification process on Dynamics Verified Caller
- Just ask necessary information: name, billing/shipping address, and email address

For unverified:
- follow the verification process

2.) Working on hold: verify who you were talking with before discussing the order.

3.) NEVER use ma'am or sir, always use mr. or ms./ mrs.

4.) Active Listening Skills to avoid repetition and customer's frustration and avoid interrupting the caller/customer

5.) Be specific about the customer's concern(s) don't be generic. Always clarify the caller's concern.

6.) Don't use/Do not include 'Don't worry' it is a slang word.
 
7.) Use appropriate celebratory/empathetic message and use appropriate tone.
 
8.) appropriate pacing: there should not be long dead air or silence during the contact. 15 seconds maximum of dead air but with explanation, if there will be long silence during call, inform the customer that you will put the call on hold for a while.
 
9.) Make sure you're speaking clearly and professional during call. Avoid speaking slang and jargon words when talking to customer. Always use enticing words when talking about the order of the client. 
 
10.) take ownership/accountabilitywhen taking initiative towards customer. utilization of proper hold techniques such as; informing the customer for holding the call and also explain why.
 
11.) agent should ask the customer effective and tactful questions that will assist in identifying and clarifying their inquiry, and should display good product knowledge.

12.) Proper assessment help us to provide the correct resolution./ offer an apology letter to the recipient when appropriate. Agents should provide thorough, accurate resolutions aligned with csi guidelines, addressing all customer questions and concern while collaborating with appropriate parties and following up as needed.

13.) 4 revenue: 
- upsell
- addons
- Tsp
- personalized greeting card

14.) Always make sure that every action that was taken on an order is accurate, complete, and aligned with company guidelines.

15.) +2 Additional points in QA Evaluation when:
- Agent offered multiple add-ons and successfully completed sale
- Agent provided additional information regarding self-service options.
- Agent successfully completed a sale on a Service call

16.) Actions to avoid by the agent:
- being rude to the costumer.
- denying to transfer call to a supervisor.
- displaying work avoidance behavior such as disconnected calls. 
- tranferring customers without proper explanation.
- misleading customer or handling negligently.
- misusing of promotional codes.
- Using supervisor ID without their approval
- 701 

17.)  QEA:
- calrifies behavior support stronger performance that creates s positive experience.

18.) QEA stands for Quality Evaluation Agent. It is an AI tool integrated in Microsoft Dynamics that reviews customer engagements using a set evaluation framework. QEA evaluates cases and closed conversations to determine whether representatives followed required criteria. When guidelines are not met, QEA may provide coaching recommendations or suggested actions to help improve future interactions. QEA supports both AI Agent evaluations (completed only by AI) and AI Assisted evaluations (completed by AI with human analyst support). It also offers features such as filtering, saved views, AI-generated summaries, and charts and dashboards to monitor trends. QEA results may include recommendations for improving customer experience, highlights from the interaction, and areas of improvement for coaching and training purposes

19.) QEA  identifies the highest emotional and situational impact explicitly demonstrated during the interaction.

20.)  - Tier 1- Represents standard emotional impact.

- Tier 2- Represents elevated emotional impact connected to a meaningful personal occasion or context.

- Tier 3 - Represents the highest emotional impact, such as bereavement, a wedding,severe vulnerability, or profound distress when clearly stated.

tier sets the context but it does not determine empathy, resolution, trust, effort, or satisfaction by itself.

emotional resolution carries 30% weight

resolution appropriateness vs. tier carries the highest weight - 40%

trust restoration carries a 20% weight

language accessibility carries 10%

QA- 95%
QEA-80% ai power toll that review customer interaction based on the monitoring guidelines, there is also a make it right.