In today’s episode:
In this episode of Let’s Talk About CX, we explore the vital role of QA in the outsourcing ecosystem with Donovan Lopez, a Senior Quality Analyst at LTVplus.
Quality Assurance (QA) isn’t just about checking boxes; it consistently drives customer satisfaction and growth.
What You’ll Learn:
- How QA helps brands achieve their overall business goals
- Why QA is essential to the success of any customer support team (with a real case study)
- Whether outsourcing or in-house QA is the best for your business
- The structures used to integrate and maintain consistent quality assurance
- How quality analysts ease customer support hiring, onboarding, and coaching
- Why AI isn’t being utilized in CX quality assurance for now
- The various metrics analysts measure in customer support, and how to quantify the result of quality analysis itself
- Key action plans for businesses looking to integrate quality analysis in their customer experience
Whether you’re scaling your support team or looking to improve customer experiences with your brand, this episode reveals why QA is the backbone of excellent CX—and how to get it right.
Listen in and discover how smart QA practices can transform your support outcomes.
Timestamps:
- 1:50 – What is quality assurance in customer support?
- 4:10 – The structures involved in CX quality analysis
- 6:40 – How to set up a quality assurance team (Should you go in-house or outsource?)
- 9:10 – How to outsource without losing your brand voice and consistency
- 11:50 – The important qualities to look out for when hiring quality analysts
- 19:00 – How to maintain quality across multiple campaigns concurrently
- 21:10 – The key metrics that quality analysts track in CX and how to measure the results of quality analysis
- 27:25 – The AER statement and “WOW” factor in customer support
- 31:05 – How to measure customer service excellence using scorecards
- 35:20 – Actionable tips for businesses looking to integrate quality analysis in customer experience