QUALITY MANAGEMENT & COPC CONSULTINGQuality Management & COPC Consulting
Quality management is how we turn certification into everyday performance: and how we help other operations do the same. We run COPC-aligned QA on our own delivery and offer consulting to organizations that want to lift their contact-center performance to the same standard.
What's Included
QA frameworks and scorecard design.
Calibration and quality governance.
COPC-aligned performance management: quality, satisfaction and operational metrics.
CX consulting: diagnostics, process re-engineering and transformation roadmaps.
Contact-center setup and standards uplift for client operations.
How We Deliver
Grounded in ISO 18295-1 (contact-center management), ISO 9001 (quality management) and COPC (contact-center performance).
Technology Platform
Professional Quality Assurance platforms, interaction recording software, and performance management dashboards.
Typical SLA Framework
SLA tables represent an illustrative framework. Final contracted SLAs are configured per engagement.
Quality Score Calibration
Calibration variance held below 5%
Audit Turnaround Time
Weekly QA samples completed and reported on schedule
SLA compliance consult
Diagnostic deliverables met to scheduled deadlines
Onboarding Timeline
From contract signature to go-live typically runs 4 to 8 weeks, managed by a dedicated implementation team.
Diagnosis & baseline
Conducting audits, diagnosing performance gaps, benchmarking metrics.
Framework design
Developing scorecards, defining quality parameters, establishing calibration metrics.
Training & implementation
Training QA teams, implementing performance dashboards, calibration runs.
Continuous Audit
Ongoing monitoring, weekly calibration, and diagnostic updates.
Certifications
COPC, ISO 18295-1, ISO 9001.
Ready To Start?
Book A Discovery Call Or Request A Proposal Customized For Your Volumes.