Discover the POWER of Evidence-Based Call Center QA & CX
BPA equips your team with the multi-channel QA expertise, tools, and insight to improve every customer touchpoint—where it matters most.
Independent Quality Monitoring
Training
EvalidateQA Software
Trusted by the world’s leading companies
Credentials and mission
BPA Quality combines psychometrics analytics, and science to deliver Quality Assurance that’s not only accurate and fair but emotionally intelligent.
With over 30 years of experience across industries including healthcare, finance, travel, and technology, we help organizations hear what truly matters in every interaction.
Our unique strength lies in uniting human expertise with intelligent technology enabling you to trust your data, improve agent capability, and deliver customer experiences that are genuinely exceptional.
At BPA Quality, our mission is simple:
To keep AI honest and people inspired, ensuring quality means more than just measurement.
Why BPA Quality?
Because AI can listen, but only humans can understand. Our hybrid model blends human empathy, analytical precision, and psychometric science to ensure your QA is accurate, fair, and capable of driving true behavioral change.
That’s how we help organizations build trust, develop people, and deliver customer experiences that stand out for all the right reasons.
Our solutions
Independent outsourced QA
See what AI misses
Our independent QA service combines advanced automation with human evaluation to deliver a complete, accurate view of customer interactions. AI has he capability of reviewing 100% of calls; our trained evaluators add the human elements bring in empathy, context, and fairness, interpreting emotion, intent, and communication quality.
Using psychometrics, we validate data integrity and reveal insights that drive coaching, process improvement, and measurable business results.
QA that blends human truth with AI precision
Accelerator Training & Coaching
Turn insight into improvement.
We transform QA data into development. Our ongoing coaching programs build empathy, confidence, and capability helping agents understand not just what to do differently, but why.
By blending behavioral science with practical coaching, we create lasting performance change that technology alone can’t achieve. Coaching that inspires people and amplifies AI insights.
EvalidateQA
The science of honest QA.
Our powerful platform combines automation, analytics, and psychometrics to ensure your QA data is valid, consistent, and trustworthy.
We detect bias and model drift, align human and AI scoring, and provide actionable dashboards that turn data into dependable intelligence.
With EvalidateQA, you can measure what matters and be confident it’s right.
Data you can trust. Decisions you can stand by.
Quality Impact Audit & Certification
Independent validation that proves the true impact of your QA program
The Quality Impact Audit & Certification verifies how effectively your QA program drives customer experience and performance results.
Built on BPA Quality’s psychometric science and decades of QA expertise, it provides a clear, credible assessment of your quality framework identifying strengths, gaps, and opportunities for measurable improvement.
CASE STUDIES
Don’t just take our word for it!
Healthcare Contact Center Quality Improvement
Discover how BPA Quality helped a national healthcare provider improve contact center quality, ensure compliance, and elevate patient satisfaction.
Actionable Insights from Chat for Better Support
Call Center QA for Fintech | BPA Quality
Empathetic Customer Service Training Results for the Funeral Industry
Our work with the Client helps ensure that sales are being made ethically and in line with not only the FPA guidelines but also with their own exacting standards.
Boosting Debt Collection Success with BPA Quality
Improve Sales Success Rates
We undertook a Sales focused study with an emphasis on the effectiveness of quality form measurements in providing accurate and actionable feedback.
