call center qa jobs

Pro Tips for QA

Insight is an important output of QA activity but we are not sure how to generate it in a meaningful way

How to generate Call Center Quality insights from quality monitoring.

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are we monitoring the right amount of call center interactions

Are we monitoring the right amount?

What is the best practice for call center quality monitoring sample size? What are your competitors doing? Is there a common minimum number of contacts we could monitor and be reassured it is enough?

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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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Digital transformation in the contact centre

Digital transformation can dramatically alter every aspect of customer service – as well as having a huge and positive impact on cost.

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Culture in Call Center Quality with Tone and Language Considerations

One of the services we offer under managed quality services is large-scale quality monitoring in multiple languages.

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Maximising the Effectiveness of Call Center Quality Scorecards

One of the main areas we are asked about by clients and potential clients alike is: “What is the ideal scorecard?”. We take a look.

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Call Center Cost Center or Profit Center? When Quality is an Agent for Change

Leaders are challenging their organisations to re-think their quality models and making Strategic Quality a key part of their growth plans.

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Recognizing the importance of the Human Element in Customer Interactions

As the QA sphere of influence grows, the need to capitalise on this key resource becomes imperative within your business.

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Agent Coaching – Why and How to Make it Effective

Coaching is an integral part of a successful quality program; learn the pitfalls and KPIs for a successful coaching programme.

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