1. Banned language#
Saying "ma'am" or "sir" is to be marked as "Used ma'am or sir" by QA.
2. Checking with focus#
- Avoid 3x. QA time done, but gaps in reviews.
While checking calls, you're expected to be focused, and not get distracted.
Software may look for patterns of distracted behavior and send you a reminder of the importance of being focused while checking calls.
This includes checking that:
- Your project is set to a QA project any time you do any kind of call checking.
- The call you're checking belongs to the Org you're working for.
- There's no long gaps between checking each call.
- The time you spend checking a single call isn't much longer than the duration of that call.
- That a reasonable number of call checking is done for the time spent.
- That a variety of different critiques are used. Not just the same ones all the time.
- That you reach the overall project target for calls checked.
3. Memorizing critique shortcuts#
An important part of your job, as QA, is to review call recordings and mark them with appropriate critiques.
Memorizing this list of critique shortcuts below makes call reviewing much easier. Down to the dashed line, the "bads" are simply the opposite of the "goods". The shortcut is the same, except you also press "Shift" for the "goods".