Quality Assurance Framework

Hi, exploring around? I’m Conviner, your call center terminology assistant, ready to help you learn more about contact centers. 

Did you know? 37% of companies say the biggest barrier to implementing a QA framework is lack of time to collect and analyze data.

1. What is a Quality Assurance Framework?

A Quality Assurance Framework (QAF) is a structured system that outlines the processes, standards, and metrics used to evaluate and improve the quality of services or outputs. In call centers, it ensures consistent agent performance, compliance, and customer experience across every interaction — including those handled by progressive dialers.

2. What are the three frameworks of quality assurance?

The three most common QA frameworks are:

1. Process-based QA – Focuses on adherence to defined procedures.
2. Outcomes-based QA – Measures success through performance results.
3. Compliance-based QA – Ensures legal and policy adherence.

In progressive dialer environments, combining these ensures efficient, compliant, and high-converting outreach.

3. What is the assurance framework?

An assurance framework is the overarching structure that defines how quality, risk, and compliance are governed within an organization. It includes roles, responsibilities, evaluation criteria, and escalation paths, vital when automating outbound calls with systems like Convin’s.

4. How to create a Quality Assurance Framework?

1. Define objectives (e.g., agent performance, call compliance).
2. Establish KPIs and scoring rubrics.
3. Align with regulatory requirements.
4. Use monitoring tools (e.g., call recordings, AI audits).
5. Continuously review and update based on data insights.

Platforms like Convin help implement scalable QA frameworks with built-in analytics and real-time feedback for both human and AI-led outbound calling workflows.

Unlock call center QA secrets that boost every progressive dialer call