Your QA program is killing your call center, and nobody’s talking about it.

In this episode, I expose the truth about “check-the-box” quality assurance, how it frustrates agents, wastes money, and drives customers away. We’ll break down the outdated KPIs you should ditch, the outcome-based metrics that actually move the needle, and the specific changes that make QA a coaching tool instead of a corporate chore.

Whether you’re running an in-house or offshore call center, this is the blueprint for QA that delivers results for your team, your company, and your customers.

Here's the LinkTree: https://linktr.ee/caffcx