What is the reason it's crucial to have a Quality Assurance within the contact center for a firm?
Being an QA in a call centers is crucial since there are some features of the contact center that aren't able to be monitored via the user experience. For instance it is impossible to observe or hear the back-end processes involved in routing calls or managing shifts for agents. These areas must be tracked and tested by an QA team. Check out this site
https://callcriteria.com/call-center-quality-assurance/ for more info.