call center qa jobs

Resources

Call Center Quality Management

Webinar: Using Quality Management to create a new, improved normal

Helen Beaumont-Manahan and Pete Dunn discuss what’s changed for Contact Centres, Quality Management and Customers, and how we can utilise that for the better.

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Empathy as a coachable Emotional Intelligence competence

Special Interest Group: Exploring Empathy

Our latest SIG included a brief introduction to the topic of Empathy as a coachable Emotional Intelligence competence, and a focus on delivering feedback to remote teams.

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Call Center Quality and Business Transformation

Call Center Quality and Business Transformation

How you can utilise Quality Enabled Business Transformation to move your employees and business from a survive to a thrive mindset.

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Effective Call Center Quality

Podcast: The 4 Pillars of an Effective Quality Framework in the Multilingual Contact Center Setting

BPA Quality’s EMEA Quality Solutions and CX Manager Helen Beaumont-Manahan appeared on the Rutz Consulting podcast to discuss the four pillars of an effective quality framework in a multilingual contact centre.

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USwitch

As well as improving the customer experience, our work with USwitch also had an impact on sales performance; demonstrated by an increase in sales of 12% year-on-year across two outsourced call centres.

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Dignity

Our work with Dignity helps ensure that sales are being made ethically and in line with not only the FPA guidelines but also with their own exacting standards.

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Tips for self-care

These quick tips help combat stress, increase positivity and improve our wellbeing with self-care, and can be done anywhere, any time.

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Radian

Radian is an award-winning organisation, employing over 1000 staff, providing nearly 21,000 affordable homes across the south and providing care and support to over 450 people across the South East, through Radian Support.

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British Gas

British Gas uses BPA Quality Builder’s Calibration tool to further improve their quality management. The quality platform has delivered improved reliability, better ease of use, the ability to make changes more quickly and enhanced functionality.

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How to support vulnerable customers

We look at how to provide faultless assistance to vulnerable customers under a variety of different circumstances within the contact centre environment.

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