Expert Call Center Quality Assurance and Independent Analysis, Contact Center quality monitoring


Quality Assurance


Whether you are considering outsourcing all or part of your Call Center Quality Assurance operation, BPA Expert Call Center Quality Assurance and Independent Analysis is the ideal solution.

Make your Call Center Quality Assurance process more than checking boxes.

Expert Call Center Quality Monitoring and Independent Analysis, contact center quality assuranceHow to improve call center quality?  Whether you want to outsource all or part of your quality program, BPA’s industry experts and managed quality services are ready to take your organization’s quality program to the next level.

BPA experts have many years of global experience in the field of Contact Center quality assurance (QA).

Through our Expert Quality Service ™, we bring a level of expertise into play that ensures you always have a reliable team of professional IQAs (Independent Quality Analysts) available, providing an independent, unbiased view of Customer Engagements, Agent Performances and Business Insights.

More insightful & effective feedback …


  • Allows resources to focus on coaching and feedback on trends, rather than listening to a volume of calls.
  • BPA Analysts provide an accurate, independent, unbiased view of agent-customer interaction performance (phone, email, SMS, chat or social contact center quality assurancemedia) via remote quality monitoring, telephone mystery shopping, benchmarking and customer satisfaction surveys.
  • Our reporting staff, led by our Psychometrician, analyzes the data and develops robust reporting and independent analysis to impact the agent performance and the business as a whole.

Discover the new approach to quality management and start boosting profits and improving customer satisfaction today.

Yes, I want to revolutionize my QM process

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4 Reasons for Contact Center Quality

Call center quality monitoring