Is your contact center QA program measuring quality or just compliance?
The Quality Impact Index is the only contact center QA certification built on psychometric science.
It tells you not just what your QA program is scoring, but whether those scores actually predict the outcomes your business depends on.
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 6 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.
SIX PILLARS. ONE COMPLETE PICTURE OF CALL CENTER QA EFFECTIVENESS.
| Training Effectiveness | Evaluation Scorecard |
| Coaching & Development | Voice of the Customer |
| Quality Processes | AI Validation & Governance |
See what a 2025 QII audit exposed when a contact center with high QA scores was still missing what mattered most to customers.
The QII Maturity Journey
This provides not just a badge of recognition, but also a strategic roadmap for continuous improvement. QII places every organization on a four-state maturity journey. Each state reflects what BPA Quality’s Psychometricians have observed, measured, and validated – not what an organization reports about itself.
Bronze — Foundational
Your program is reactive and inconsistent. This is the right moment to build the measurement foundation that everything else depends on.
Silver — Developing
Your structure is in place. Targeted improvements to workflows and data practices will unlock measurable efficiency and CSAT gains.
Gold — Advanced
Your program delivers results. Closing the remaining gaps is the difference between high-performing and best-in-class.
Platinum — Predictive
Your program is fully optimized and independently certified at the highest standard in the industry.
Three psychometric principles. One trustworthy answer.
This is what separates QII from a checklist. It is the difference between measuring activity and understanding performance.
BUILD TRUST AT EVERY LEVEL
QII doesn’t guess at quality. It applies three core principles from psychometric science to every assessment.
DRIVE REAL IMPROVEMENT
Validity – Does the program measure behaviors that genuinely influence customer and business outcomes?
CONSISTENT RESULTS
Reliability – Are the measurements consistent, repeatable, and free from unnecessary evaluator variation?
STAY AHEAD OF CHANGE
Predictive Value – Do the QA metrics explain or predict outcomes like customer satisfaction, first-contact resolution, complaints, retention, or conversion?
Meet our Psychometrics & Analytics Experts
Dr. Fei Zhan
Director of Psychometrics
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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