What Is "Quality Assurance" To An Indian Call Center?

What Is "Quality Assurance" To An Indian Call Center?

What really happens when you connect to an Indian call center? An anonymous tipster responsible for quality assurance gave us an insider’s perspective, which we will share throughout the day.

You know the ‘this call may be recorded for quality and training purposes” message you hear? I’m that guy. I’m the one that listens, finds problems, and fixes them.

To most Indian call centers, quality assurance has nothing to do with the happiness of the caller, and everything to do with how well the agent toes the company line.