call center qa jobs


How to deal with an angry customer via the Contact Center

Our expert team takes a look at how to keep your cool in the face of frustration within customer service and still provide a faultless service.


how can contact center ai really show empathy?

Unleashing the True Potential of Contact Center Teams: Beyond the Realm of AI

Contact Center Ai is NOT Enough

In an era where Artificial Intelligence (AI) is often hailed as the game-changer in customer service, it’s crucial to remember the irreplaceable value of human touch. Contact centers are not just about resolving queries; they are the nurturing grounds for empathy, understanding, and genuine connection.


prosource, outsource, or internal call center qa

ProSource, OutSource or Internal Call Center QA Team?

So … how do you make sure that your agents are providing a fantastic customer experience every time they interact with customers?  One word … QUALITY!


n this blog, we will explore how BPA Quality's expertise in contact center quality monitoring, training, engagement software, and speech analytics can assist colleges in complying with the Biden-Harris Administration's framework.

Student Loan Accountability Monitoring- How BPA Quality Supports Colleges in Meeting the Biden-Harris Administration’s Framework for Student Loan Servicer Accountability

n this blog, we will explore how BPA Quality’s expertise in contact center quality monitoring, training, engagement software, and speech analytics can assist colleges in complying with the Biden-Harris Administration’s framework.


The Role of Contact Center Psychometrics in Enhancing Customer Interactions

Psychometrics, an often-overlooked tool, can significantly boost the quality of interactions and feedback. In this article, we’ll delve into psychometrics and its benefits for contact center leaders.


20 Call Center QA needs

20 Call Center Quality Assurance Needs – the Big Picture

20 Call Center QA Needs for a successful Quality Program


Omnichannel Customer Experience – Can you please everyone all of the time?

How do you keep everyone happy and ensure that your service is always quality assured? You can’t please everyone, but these tips will help.


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.


Insurance Collections Bureau

With no previous quality assurance programme or training in place, ICB were keen to develop a standardised approach to measure the quality of service that they provide. They identified that they needed a Quality Assurance Performance Management Programme.


coaching call center agents

Agent Coaching – Why and How to Make it Effective

This white paper will explore coaching as an integral part of a successful quality program. We will discuss the pitfalls and key performance measures required to make any coaching venture successful.


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