Verify the true impact of your quality program
About the Quality Impact Index™ (QII)
The Quality Impact Index™ is more than a score – it’s a call center QA accreditation backed by BPA Quality’s psychometric science and decades of expertise.
Our psychometrician and analytics experts evaluates your organization to uncover your true CX and QA maturity and its business impact and validates your program.
Meets scientifically certified, quality standards for fairness, consistency and effectiveness
Drives measurable improvements in CX, compliance, and performance
Serves as a strategic advantage for your organization
The Quality Impact Index Process
Once you complete the self-assessment, BPA Quality can guide you through the full Quality Impact Index™ certification.
Our psychometrician and analytics experts will:
Full Evaluation with BPA Quality Experts
Our psychometric & analytic specialists conduct a deep-dive analysis across 8 foundations of your QA strategy.
Receive Your QII Certification & Strategic Roadmap
Earn formal accreditation & receive a customized roadmap to strengthen quality outcomes, compliance & customer experience.
Our 8 key operational pillars
Policies, Procedures & Docs, Issue Resolution Process, Training, Coaching & Development,
Quality Processes, Scorecard, Evaluation, Voice of the Customer, QA Technology
This provides not just a badge of recognition, but also a strategic roadmap for continuous improvement.
Why certification matters
BUILD TRUST
Demonstrate to executives, agents, and customers that your QA program is independently validated.
DRIVE IMPROVEMENT
Receive detailed insights and recommendations from BPA experts.
GAIN RECOGNITION
Showcase your certification level as a mark of quality excellence.
Meet our Psychometrics & Analytics Experts
Dr. Fei Zhan
Senior Psychometrician & Analytics Lead
Dr. Zhan brings deep expertise in psychometrics, behavioral measurement, and statistical modeling to her role at BPA Quality. She leads the development of rigorous measurement frameworks that underpin products like the Quality Impact Index, ensuring that assessments are valid, reliable, and actionable. Fei collaborates across analytics, product, and quality teams to turn nuanced data into decision-quality insights. Her work helps clients build confidence in their QA metrics and leverage them with precision to drive performance.
Matthew Gryntysz
Director, Analytics
As Director of Analytics, Matt leads BPA Quality’s data strategy and insights, ensuring clients gain measurable improvements in agent performance and customer experience. He plays a key role in shaping the Quality Impact Index, combining statistical modeling, speech analytics, and performance data into actionable strategies. With over a decade of experience, Matthew bridges quantitative rigor with operational impact, turning customer interactions into clear pathways for continuous improvement.
Yvette Renda
VP, People Development
Yvette leads the People Development function at BPA Quality, driving talent growth, learning programs, and organizational effectiveness. With over two decades at BPA, Yvette ensures that the human side of quality, coaching, agent engagement, performance feedback, is deeply aligned with data and analytics. Her work supports how clients operationalize insights from tools like the Quality Impact Index by empowering teams to act on those insights and continuously improve the customer experience.
30+ years dedicated to quality customer experiences
BPA Quality is the most experienced provider of Contact Center Quality Monitoring, trusted to evaluate calls, emails, chat, and social media for professionalism, efficiency, compliance, and policy adherence. Our proven approach delivers actionable insights that strengthen training, improve customer experience, and maximize ROI.
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