call center qa jobs

Quality Monitoring

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!

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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.

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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.

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how to improve customer experience with BPA Quality Managed Services and outsourced quality monitoring
how to improve agent performance
How to align Call Center CSAT/NPS

Our QA scores and CSAT/NPS scores are not aligned

How to align Call Center Scores like CSAT, NPS, and QA for the best customer experiences

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20 Call Center QA needs

20 Call Center Quality Assurance Needs – the Big Picture

20 Call Center QA Needs for a successful Quality Program

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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.

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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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