Contact Centre Quality Assurance: The Complete Guide For 2026

Chandler Galt at Zoom shares how to build a QA program that works at scale – from defining standards and building scorecards to using AI to evaluate every interaction, not just a sample.Contact centre quality assurance is how you find out where quality breaks down – before your customers do. Your agents handle hundreds of interactions a day: some go exceptionally well, and others don’t.
The challenge for many contact centre managers isn’t knowing that quality varies; it&r