| QA PROGRAMS FOR CONTACT CENTERS
Quality assurance that actually improves performance.
We help contact centers build QA programs that go beyond checklists. We enhance agent performance, customer experience, and operational efficiency.
How we help.
We don’t stop at telling you what’s wrong. Our team provides support and expertise across quality, training, and coaching. Our goal is to improve how agents work, not just how they’re measured. We partner with you to:
Refine QA scorecards
Design and optimize rubrics and scorecards that reflect both compliance and customer experience goals.
Implement QA tech
Support platform selection and integration, including speech recognition and AI-driven QA tools.
Calibrate and coach
Build evaluator calibration and supervisor coaching practices that drive fairness and better performance.
Analyze QA data
Turn QA insights into action through data analysis that drives process improvement and measurable outcomes.
Align QA with CX
Develop quality and customer experience roadmaps that embed continuous improvement across operations.
Schedule your 15-minute QA evaluation.
Quality that drives results—not just reports.
Whether you’re redesigning your scorecard, standing up a new quality platform, or integrating QA with workforce management, we bring operational and technical expertise that helps your contact center work better.
Many organizations can measure compliance but stop short of uncovering what drives satisfaction. Blue Orbit helps you go beyond compliance by using data and analytics to learn what shapes customers’ perceptions and where agents can make the biggest impact. We design QA frameworks that connect process adherence, customer experience insights, and coaching, so your quality scores improve outcomes—not just check boxes.
FAQ
Explore how we help elevate agent performance and customer satisfaction through scalable QA frameworks designed to deliver consistent, measurable impact.
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A quality assurance (QA) program in a contact center is a structured process for monitoring, evaluating, and improving agent interactions with customers. It typically includes scorecards, recorded call evaluations, and coaching sessions to track that agents meet service standards and align with company goals.
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We support everything from scorecard design and calibration to coaching enablement and reporting improvements.
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We support training and knowledge management, and, along with Quality Assurance, both are foundational components of driving a great customer experience. Linkages among the three enable continuous improvement as organizations train to their expectations and requirements, make tools like digital assistants based on knowledge management available and then use quality programs to reinforce critical coaching needs.
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Traditionally most contact centers evaluated agents weekly with a mix of random and pre-planned observations.
Evaluation frequency depends on call volume, team size, and business goals. With incorporation of AI-driven speech recognition and scoring, many organizations can now evaluate 100% of calls for better feedback and coaching than ever.
Case Studies
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