Automated Quality Assurance is becoming more accessible, and many organisations are asking how and when to adopt it. Yet the more fundamental question is not “Why automate QA?” but “Why do QA at all?” Unless we revisit the purpose of quality, automation risks scaling outdated processes rather than unlocking new value.

Re‑examining the Purpose of QA
Traditional QA grew from practical constraints. Reviewing only a small percentage of interactions meant QA became an exercise in sampling, scoring, and error‑spotting. The focus naturally shifted toward compliance rather than understanding customer experience or behaviour.

When we interrogate the purpose of QA more deeply, its true role becomes clearer. Quality should help us.

Read More