Consumers expect excellent quality from any and all interactions with a business. High quality experiences spread good word-of-mouth attention for businesses. Poor quality, on the other hand, can be a reputation killer.
During my tenure in QA, one common belief has resurfaced more than all the others: that QA can be filled by any competent person. People commonly believe that a new hire’s ability should peak after a certain amount of time, making them as useful as someone with more seniority.