Quality Management

Design. Enable. Optimise.

QBIC³ Solutions supports organisations in building and strengthening their quality management frameworks to drive consistent, compliant, and customer-focused contact centre operations. While we do not provide proprietary QA platforms or systems, we work alongside our clients to design quality structures, embed best practices, and support implementation through expert advisory and professional services.

Our approach is based on internationally recognised contact centre standards and focuses on integrating quality control elements seamlessly across business processes, customer interactions, and compliance requirements. We help organisations identify and close gaps in their existing QA practices by assessing their needs and aligning processes to business objectives, customer experience goals, and regulatory obligations.

Through our trusted partner network, we enable access to advanced speech analytics technology, allowing organisations to move beyond sample-based monitoring and towards full call coverage and insight-driven quality management. Our professional services team provides the expertise to configure QA scorecards, map customer journeys to quality controls, and drive operational improvements through data-led root cause analysis.

Our framework focuses on three critical dimensions of quality assurance:

• Business-Affecting elements that impact cost, productivity, and operational efficiency
• Customer-Affecting elements that influence satisfaction, retention, and brand experience
• Compliance-Critical elements that ensure adherence to internal policies and external regulations

By combining deep contact centre expertise with access to leading-edge tools and technologies, QBIC³ Solutions empowers clients to evolve their QA practices from reactive evaluation to strategic performance management - tailored to their environment, scale, and service delivery model.