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Quality Assurance

Quality Assurance

Quality Assurance

I am going to work for a vendor that provides VoIP and VoPI systems. They want me to fill a newly created position of Quality Assurance Analyst or Manager or whatever...I'm trying to come up with a list of questions that a technical lead person at the customer site would like to be asked by my company, post-install. So sometime after my company has installed a VoIP or VoPI system at the customer's site, I would contact this technical person and ask the "right" questions about how the service is performing, are users pleased, etc. These would be questions however that a technical person would like to be asked, not the non-technical person that bought the system. Any ideas?

RE: Quality Assurance

The is one ULTIMATE question you can ask, both to a technical person and a non technical person.

How good is the call quality.

Everything else is secondary.

Then if they say they have problems do you dig into:

What EXCATLY is the problem, breakup, echo, unidirectional audio.
Does it occur both ends of the call?
Does it happen internally and / externally?
Does it occur when they are the caller or the called party?
When does the problem occur?

Do you have problems configuring and mainting the system?
Do you have problems configuring the phones?
Are their maintenance issue?
Any other bugs or niggles?

Robert Wilensky:
We've all heard that a million monkeys banging on a million typewriters will eventually reproduce the entire works of Shakespeare. Now, thanks to the Internet, we know this is not true.


RE: Quality Assurance

Ask the users about features - are they missing any features they thought they would get? This tends to have a big impact on the overall satisfaction, assuming your reliability is excellent and call quality is at least very good.

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