Customers flock to organizations that deliver excellent service at their convenience. Yet a constantly changing technology landscape makes it hard to deploy upgrades and keep standards consistent.
A stringent quality assurance program gives you the insight to assess your current performance with data, identify operational gaps and take the right steps to fix them.
Fusion CX offers end-to-end QA and audit services for contact centers, from scorecard audits to coaching and calibration, backed by ISO 27001 and PCI DSS certification so your data stays in safe hands throughout.
Effective QA connects audits, coaching, training and customer insight into one continuous improvement loop.
Scorecard-based audits across channels and the whole organization.
Group, one-to-one and self-assessment coaching that lifts performance.
Internal and external calibration so every evaluator scores the same way.
Training needs identification and knowledge tools that close gaps.
AI-assisted monitoring expands coverage beyond sample audits, while experienced QA specialists turn findings into coaching that changes behavior.
Proprietary tools and experienced specialists for every stage of quality management.
Scorecard-based audits across the organization using the Fusion CX QA Portal.
Group coaching, one-to-one coaching and self-assessment to improve service quality.
TNI preparation based on quartile management to target the right skills.
Internal and external calibration sessions that keep scoring consistent.
A portal where agents build domain expertise and assess their knowledge.
Rigorous analysis of customer data to show the impact of a process, product or agent.
AI QMS moves QA from sample audits toward broad interaction coverage with automated scoring and coaching insights, while QA specialists validate and coach.
Automated, real-time QA scoring that moves from sample audits to up to 100% coverage, with coaching insights.
Real-time accent translation for voice clarity: faster resolutions, fewer repeats and escalations.
GenAI voice agents for inbound and outbound calling, with built-in telephony, integrations and analytics.
Agent assessment, onboarding and upskilling, with performance tracking and productivity visibility.
What changes when a specialist runs your quality program.
End-to-end QA that keeps programs on standard.
Consistent, high-quality interactions.
No need to buy and build QA technology yourself.
Superior QA at an affordable price.
Insight that pinpoints operational gaps.
Coaching and training tied to audit findings.
ISO 27001 and PCI DSS certified processes.
Share your channels, KPIs and quality goals. We will come back with a QA program, ramp plan and pricing.
Strategies for contact center quality excellence.
What businesses ask us before they outsource QA.
Our end-to-end QA and audit services focus on compliance, KPI adherence and a high-quality customer experience, combining proprietary tools, AI-assisted monitoring and experienced specialists.
We already have the tools, technology and resources to deliver superior QA at an affordable price. Building them yourself is time-consuming and less cost-efficient.
It helps to have a clear idea of what you expect from an outsourcing partner and a basic sense of how QA works. Our experts will guide you through every step.
Fill out the inquiry form on this page or use the Get a Quote button. We will get back to you as soon as we receive your request.
We operate from 40+ locations, including the United States, UK, Canada, India, the Philippines, Colombia, Jamaica, Albania, Morocco and more.
