Servicers know all about the regulatory complexity — whether the rules are coming from the state or federal level or the Consumer Financial Protection Bureau (CFPB) – that often leaves them in a ...

Contact centers are more than just service hubs—they're where the critical interactions that shape brand perception and loyalty occur. Contact center quality assurance (QA) ensures that every customer ...

In the quality world of contact centers, we used to live in the land of 2 percent. A handful of calls per agent per month, chosen at random, and we called it “QA.” It was closer to QA tourism than QA ...

Over the last few months, I have heard various experienced and knowledgeable experts state (emphatically no less) totally contradictory opinions regarding quality assurance (QA), quality control (QC), ...

At the 20th Annual Ambulatory Surgery Centers Conference in Chicago on Oct. 25, Nicole Gritton, RN, vice president of nursing and ASC operations at Laser Spine Institute, discussed quality assurance ...

Most Department of Transportation (DOTs) have developed and implemented various types of Quality Control/ Quality Assurance (QC/QA) programs. Such programs require significant resources to be invested ...

THE Central Luzon State University (CLSU) has secured the Association of Southeast Asian Nations (Asean) University Network Quality Assurance (AUN-QA) certification for four additional curricular ...