Results-Driven QA Teams
Building, inspiring, and driving high-performing QA teams.
Overview
Quality Assurance is the heartbeat of a high-performing contact center. Too often, QA is seen as policing rather than enabling. This workshop transforms QA into a results-driven, people-centered powerhouse that inspires agents, informs strategy, and drives impact.
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.
9:00 am est/13:00 GMT
3 hours
QA Team/Managers
Please note: March has daylight saving time change. Forward one hour for US on March 8/UK on March 29. This means there is a 4 hour time difference in US/UK dates listed for March.
The BPA Approach
- Practical Challenges: Inconsistency, lack of influence, limited impact on results.
- Behavioral Science: Understanding how motivation, bias, and feedback shape QA.
- Psychometrics: Linking agent behaviors to outcomes like CSAT, FCR, and revenue.
Who Should Attend
QA leaders, managers, and supervisors who want to increase the impact of QA in their organizations.
Benefits To Your Business
- Greater influence and credibility for QA teams.
- Improved partnerships with operations and coaching.
- Demonstrable business results linked to QA insights.
- More motivated and engaged QA staff.
Learning Outcomes
By the end of the workshop, participants will be able to:
- Inspire QA teams to deliver with purpose and confidence.
- Apply behavioral science to feedback and motivation.
- Use psychometric insights to link QA to business results.
- Create a culture where QA is the engine of performance.
An energizer workshop that transforms emotional awareness into performance impact.
