BPA Quality provides contact centers with the insights to engineer great customer experiences every time through our expertise in quality monitoring, CX, QA, data & behavior analytics.

With more than 30 years of experience, over 100 different clients (many featured on the Fortune 500 list of Largest Companies), and millions of observations made worldwide, BPA Quality has the experience, knowledge, and ingenuity to help you achieve the highest possible customer engagement and experience from customer-facing teams.

BPA Quality, located in NY, FL, and the UK,  has a unique approach to the development of Call Center Quality Assurance for Increased Customer Experiences and Sales Opportunities. The three component parts of the organization provide support in Remote Quality Monitoring and Analysis, Benchmarking, and Training. Currently, BPA monitors in 45+ different languages and incorporates Psychometrics & the Human Element to ensure your Global Customer is receiving best-in-class customer service.

Our team of expert Independent Quality Analysts remotely access your contact recording systems and analyze interactions with customers, be they via phone, email, SMS, chat, or social media. They examine each interaction in detail to gather valuable business insight and focus before delivering this directly to you, in real time, through your internal scoring system or via our BPA Quality Builder interface™.

Our reporting staff, led by our Psychometrician analyzes the data and develops robust reporting and analysis to impact the agent performance and the business as a whole.

"We listen to more customer interactions than any other company in the world."

PCI CERTIFIED | SSAE TYPE II CERTIFIED | HIPAA CERTIFIED | ISO 9001 Registered

BPA Quality is a wholly-owned subsidiary of Verint Systems, Inc. (NASDAQ: VRNT)

Solutions we offer:

Contact Center Quality Monitoring Outsourcing
Agent & Leader Training & Coaching
Speech Analytics Driven Quality
Proactive Business Intelligence

Call Center

Quality Assurance

BPA Quality - Contact Center Quality Solutions

David Blackwell

Lisa Renda

The Quality Assurance Team at BPA Quality is dedicated to ensuring exceptional customer experiences across various communication channels by meticulously analyzing interactions between agents and customers. This team of skilled evaluators and analysts conducts in-depth assessments of contact center communications, leverages speech analytics, and implements data-driven insights to enhance agent performance and drive continuous improvement. Their expertise not only supports quality monitoring but also informs training and coaching, ultimately empowering client organizations to optimize customer engagement and satisfaction.

Quality Assurance Team

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Leadership Team

Project Management Team