Is your contact center QA program actually working?
Most contact center leaders think their QA program is working. The Quality Impact Index tells you for sure.
The Quality Impact Index is an independent contact center QA program certification built on psychometric science. It evaluates 8 pillars, identifies CX and compliance gaps, and delivers a roadmap for lasting improvement.
Independently validated against scientific standards for fairness and consistency
Identifies the specific gaps affecting CX, compliance and performance
Gives your program external recognition that internal audits cannot provide
What the full certification process looks like
DEEP-DIVE EVALUATION
Our psychometricians analyze your program across all 8 pillars using validated measurement frameworks that produce results you can defend to leadership.
INDEPENDENT VALIDATION
We identify the strengths driving your program forward and the gaps creating the most risk, ranked by their impact on CX and compliance outcomes.
CERTIFICATION & ROADMAP
You receive formal QII certification and a prioritized roadmap connecting your QA program directly to business results.
YOUR PROGRAM IS EVALUATED ACROSS 8 OPERATIONAL PILLARS
| Policies and Procedures | Scorecard Design |
| Issue Resolution | Evaluation Methodology |
| Training and Coaching | Voice of the Customer |
| Quality Processes | QA Technology |
This provides not just a badge of recognition, but also a strategic roadmap for continuous improvement.
Bronze — Foundational
Your program is reactive and inconsistent. This is the right moment to build the measurement foundation that everything else depends on.
Silver — Building Strength
Your structure is in place. Targeted improvements to workflows and data practices will unlock measurable efficiency and CSAT gains.
Gold — High-Performing and Data-Driven
Your program delivers results. Closing the remaining gaps is the difference between high-performing and best-in-class.
Platinum — Best-in-Class Excellence
Your program is fully optimized and independently certified at the highest standard in the industry.
Why contact center leaders pursue QII certification
BUILD TRUST AT EVERY LEVEL
Independent certification shows executives, boards, agents, and customers that your QA program is validated by science, not just internal opinion.
DRIVE REAL IMPROVEMENT
QII identifies what will actually move the needle on CX, compliance, and operational performance, not just what looks good on a scorecard.
EARN EXTERNAL RECOGNITION
Your certification level is a credible, externally validated mark of quality. It gives your team something to aim for and your organization something to show.
STAY AHEAD OF CHANGE
Compliance requirements evolve. Customer expectations rise. A validated QA foundation is what makes your program resilient enough to keep up.
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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