15 Practice Questions on Quality Assurance Management

We present 15 practice questions on Quality Assurance Management for Customer Service

In this post, we present 15 practice questions on Quality Assurance Management in the Customer for Service.

The purpose is to allow folks in Quality Assurance and Customer Service management to evaluate their own know how and understanding.

These practice questions are excerpted from our training course, ‘How to Design a Quality Assurance Program’ which we have run all over the world for the past 20 years.

Though the Quality Assurance function is often sited with the Contact Center, its use and understanding is relevant across any Customer Service environment including hospitals, universities, government offices and more.

When you coach you’re either helping or keeping score

Your goal for these questions in Quality Assurance Management

Your goal is to accurately answer the 15 questions presented here – without looking up the answers.

Because there’s a fundamental level of industry knowledge that any Manager involved with the Quality Assurance function should just know.

For each multiple choice question select either A, B, C or D.  There is one correct answer for each question.


Here are the 15 Quiz Questions on Quality Assurance – good luck!


1.  Which of the following is the best example of a Compliance Standard?

a. Greeting

b. Tone of Voice

c. Rapport Building

d. Empathy


2.  The 3 most common inputs used to select Performance Standards are:

a.  Customer Expectations, Profit Forecasts, Manpower Requirements

b.  Regulatory Requirements, Customer Expectations, Market Share

c.  Customer Expectations, Regulatory Requirements, Headcount Requirements

d.  Vision, Customer Expectations, Regulatory Requirements


3.  The best description of a Service Delivery Vision is:

a.  A statement that lists out all the Compliance Standards to follow

b.  It is the same as the Organizational Vision

c.  It describes the kind of service we aim to deliver around here

d.  It is developed after Performance Standards have been selected


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


5.  Which of the following statements is/are TRUE?

I.  All Performance Standards on the ‘Interaction Evaluation 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+ percentile 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


6.  Which of the following are included in the documentation for any 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


7.  Which of the following statements is/are mostly FALSE?

I.  Normally Quality Assurance does all the interaction monitoring & scoring

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


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 make sure everyone agrees on every Performance Standard for an interaction before moving on to the next interaction

IV.  It’s a good idea to include Agents in the Calibration sessions


a.  II only

b.  II and IV only

c.  II, III and IV only

d.  None of the above


9.  If you had only ONE way to achieve behavioral change through coaching which one would be the MOST effective?

a.  Give the Agent detailed graphs showing the performance across all Performance Standards over a 3 month period

b.  Ensure that Agents are coached without a scorecard at least one time per week

c.  Ensure that Agents are coached with a scorecard at least one time per week

d.  Allow Agents to coach themselves


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

a.  Side by side monitoring doesn’t work well because Agents can ‘fake it’

b.  Mystery Shopper is one of the formal methods of monitoring

c.  Mystery Shopper research is best done ‘in-house’ rather than outsourced to a research company

d. It’s always best to let the Agent self evaluate first


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 Clients we serve

d.  We aim to be friendly, easy to work with and caring


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


13.  Which one of the following statements is TRUE?

a.  Personal opinions should be kept to a minimum when scoring a call or chat

b.  Not everyone is a good coach

c.  The Contact Center ‘touch’ is always the most important touch in the Customer journey

d.  Empathy should be scored as a Compliance Standard


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.  Mystery Shopper results should have a statistically high confidence level to be useful

IV.  Mystery Shoppers should ask whatever they want to during their interaction


a.  I only

b.  III only

c.  III and IV only

d.  None of the statements is true


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

a.  Coaching has a bigger impact than Training when improving individual Quality performance

b.  Prospective new hires should be asked to listen to calls and give their feedback on quality to gauge their suitability

c.  The Service Delivery Vision should come before the selection of Performance Standards

d.  Not all coaching sessions require the use of a scorecard


What a great Quality Assurance professional can do

Would you like to know how you did? We’re happy to help.

Once you’re done with the Quality Assurance Management practice questions send me an email to [email protected]

In that email tell me you took the quiz for Quality Assurance Management and simply write down the question number and the answer that you selected (either A, B, C or D).

Your email to me will look like this example below:

  1. A
  2. B
  3. A
  4. C

Etc. for all 15 questions.

Once I receive your email I will mark any questions that have the wrong answer and indicate what the right answer was for that question and send it back to you.


Thank you for answering the practice questions!

We’ve written a number of practice question sets across Customer Experience, Customer Service and Contact Centers and you can find those on the Blog page on our website www.omnitouchinternational.com

[email protected] / www.omnitouchinternational.com

Daniel Ord of OmniTouch teaches a global class in Contact Center Management in Kuala Lumpur.

Customer Service
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