15 Quiz Questions on Quality Assurance Management (Part 1)

This Quiz is part of our Contact Center Management Series — a collection of articles that bring together practical guidance and insights to help Contact Centers run better and deliver stronger results.

The Purpose of the Quiz

This quiz is designed to give professionals in Quality Assurance and Customer Service management an opportunity to evaluate their own understanding of “Quality.”

These questions are drawn from our training course, How to Design a Quality Assurance Program, which we have delivered globally for over 25 years.

While Quality Assurance is often located within the Contact Center, its application extends across all Customer Service environments — including hospitals, universities, government offices, theme parks, and more.

Instructions

I’ve found that one of the best ways to teach, deepen understanding, and test Quality Assurance is through well-designed quiz questions.

Here are 15 quiz questions to test your thinking on Quality Assurance.

I’d recommend you do this with no book, no notes, and no phone. A quality professional should know this content well — without having to look it up.

Every question below has one correct answer — either A, B, C, or D.

I’ve put the Answer Key at the end so you can check your own answers when you’re ready.

Have fun!

Question 1

Which of the following is the best example of a compliance standard?

A. Greeting
B. Tone of Voice
C. Rapport Building
D. Empathy

Question 2

The three most common categories used to select Performance Standards are:

A. Customer Expectations, Profit Forecasts, Voice of Customer
B. Regulatory Requirements, Customer Expectations, Market Share
C. Customer Expectations, Regulatory Requirements, Headcount Requirements
D. Organizational Branding, Customer Expectations, Regulatory Requirements

Question 3

The best description of a Service Delivery Vision is:

A. A statement that lists all compliance standards to follow
B. It is the same as the organizational vision
C. It describes the kind of service we aim to deliver
D. It is developed after performance standards have been selected

Question 4

If you rely too much on compliance standards to define and measure quality, your frontline agents will sound:

A. Friendly
B. Robotic
C. Warm
D. Compliant

Question 5

Which of the following statements is/are TRUE?

I. All performance standards on the Monitoring Form should have equal weight
II. First Contact Resolution can be difficult to calculate
III. Customer Expectations are the only source for selecting performance standards
IV. A high First Contact Resolution rate in the 90+ percent range is always a good sign

A. II only
B. II and IV only
C. II, III and IV only
D. I, II, III and IV

Question 6

Which of the following are included in the documentation for a performance standard?

I. The purpose or business reason for the standard
II. The scoring logic for the standard
III. Examples of how the standard is to be used
IV. A formal definition of the standard

A. I & II
B. I, II and III
C. I, II, III & IV
D. None of the above

Question 7

Which of the following statements is/are mostly FALSE?

I. The Monitoring Form is primarily a coaching tool
II. It’s best to let Quality Assurance do all the agent coaching
III. Team Leaders should focus mostly on agent productivity
IV. The closest relationship in a Center is between QA and the agent

A. II only
B. II and IV only
C. II, III and IV only
D. I, II, III and IV

Question 8

Which of the following statements is/are TRUE?

I. All calibration sessions should involve using the scorecard
II. Calibration sessions should be held at least once a month
III. In calibration sessions, full agreement should be reached on each interaction 
IV. It’s a good idea to include agents in calibration sessions

A. II only
B. II and IV only
C. II, III and IV only
D. None of the above

Question 9

If you had only one way to achieve behavioral change through coaching, which would be most effective?

A. Provide detailed performance graphs over a 3-month period
B. Provide performance improvement coaching at least once per week
C. Coach agents with a scorecard at least once per week
D. Allow agents to coach themselves

Question 10

When it comes to monitoring, which one of the following statements is TRUE?

A. Side-by-side monitoring is ineffective because Agents can “fake it”
B. Mystery Shopper is a recognized method of monitoring
C. Mystery Shopper research is best done in-house
D. It’s always best to let the Agent self-evaluate first

Question 11

Which of these best represents an effective Service Delivery Vision?

A. We will deliver an unparalleled experience to all our Customers
B. Your complete satisfaction is our goal
C. We believe in the spirit and growth of every Client we serve
D. We aim to be friendly, easy to work with, and caring

Question 12

The three levels of the Customer Experience Pyramid, in order, are:

A. Meets Needs, Ease, Emotion
B. Price, Ease, Repeat Loyalty
C. Emotion, Ease, Meets Needs
D. Service, Care, Loyalty

Question 13

Which one of the following statements is TRUE?

A. Personal opinions should be kept to a minimum when scoring interactions
B. Not everyone is a good coach
C. The Contact Center touch is always the most important touch
D. Empathy should be scored as a Compliance Standard

Question 14

Which of the following statements is/are TRUE about Mystery Shopper as a quality monitoring method?

I. There is a formal design process for Mystery Shopper research
II. Mystery Shopper should only be conducted by in-house employees
III. Results should have statistical confidence to be useful
IV. Shoppers should ask whatever seems important

A. I only
B. III only
C. III and IV only
D. None of the statements is true

Question 15

Which of the following statements is NOT TRUE about quality coaching?

A. Coaching has a bigger impact than training on individual performance
B. New hires should evaluate calls to assess suitability
C. The Service Delivery Vision should be developed before performance standards
D. Not all coaching sessions require a scorecard

The Answer Key

Here are the correct answers:

1. A

2. D

3. C

4. B

5. A

6. C

7. D

8. A

9. B

10. B

11. D

12. A

13. A

14. A

15. B

In closing

If you found some of these questions straightforward, that’s a good sign. If a few made you pause — even better.

Because in Quality Assurance, it’s not just about the scorecard. It’s about understanding how Quality is defined, measured, and improved in a real-world environment.

Explore More Articles on Quality & Contact Centers

If you’d like to go deeper into some of the concepts covered in this quiz, these articles will help.

Where Quality Assurance Programs Break Down

When You Coach You’re Either Helping or You’re Keeping Score

Your Super High Quality Scores May Be Holding Your Team Back

Thank you for reading