A Quality Assurance Platform is a technology solution that monitors, evaluates, and enhances the performance of customer-facing teams. These platforms provide visibility into key metrics—such as compliance, customer satisfaction, and agent proficiency—often through custom scorecards, coaching tools, and analytics dashboards.
Why it matters:
Consistent QA tracking ensures that contact center agents meet organizational standards and regulatory requirements. It also uncovers areas for improvement, leading to better customer experiences and operational efficiency.
How Ubiquity helps:
Ubiquity leverages a next-generation QA platform—led by Zero Variance’s ZViQ—to deliver holistic performance management. From real-time scorecards to innovative training modules, Ubiquity’s integrated approach helps clients maintain top-tier service quality.
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