With today’s increased global competition, outsourcing partners must place a premium on quality assurance to remain competitive. Strong quality assurance practices reduce compliance risk, improve work processes and, in turn, heighten client confidence.
In order for a company to execute exceptional quality assurance, it must be a priority at the top level of the organization and become ingrained in each department to provide the best experience for clients, and ultimately their customers. Beyond the basics of compliance and exceptional service, it can also affect the integrity of your organization from both internal and external perspectives. Quality assurance is a core best practice that should be at the center of your organization’s strategy.
CBE has a dedicated Quality Assurance team that works independently of operations to review calls, while partnering with operations to review quality scoring. The QA team also facilitates weekly calibration sessions with operations and training management.
“Quality is never an accident, it is always the result of high intention, sincere effort, intelligent direction and skillful execution; it represents the wise choice of many alternatives.” – William A. Foster