How should companies structure their quality program to ensure they drive positive change?

Written By:

Teal Benson

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First, it is important to understand that the primary goal of a quality process should be to identify and correct issues at the process level that are impacting performance.  However, most quality programs are incorrectly set up to focus almost exclusively on agent issues.

This is not to say that quality data cannot or should not be used to help drive positive change among agents handling customer transactions. Quality data should be aggregated, analyzed, passed to the operational management team, and then used for coaching opportunities. However, the most significant improvements can be made to drive positive change by focusing on identifying and addressing process-level issues.

How to design quality to link to csat

Related: White Paper
How to Design Quality to Link
to Customer Satisfaction
Learn the seven fundamental changes we recommend to clients to drive improvements in their quality program.


Judi Bolden

Judi Bolden, Vice President at COPC Inc., brings over 30 years of expertise in performance improvement, operational management, and change management. At Groupon, she led significant enhancements in global support and vendor operations, boosting customer satisfaction and operational efficiency.

Judi is a sought-after speaker with an MBA from Houston Baptist University and a Lean Six Sigma Master Black Belt. Her leadership spans 36 countries, where she’s renowned for her practical solutions to enhancing contact center operations and training.