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The Operational Excellence Show

Jun 26, 2020

Helen joined BPA Quality in 2013 after previous roles in teaching and operations.

As EMEA Quality Solutions and CX Manager, she leverages her passion and expertise for all aspects of Quality and Customer Experience. Helen is considered a leading voice in our industry on Quality Evaluation. She has been a guest speaker at industry events, participated as a judge for the ECCSAs and also co-chairs a quarterly Quality Management Special Interest group in partnership with the CCMA.

Helen’s role requires the implementation of a range of complex quality monitoring programmes across the globe. She says the best part of her job is the opportunity to make a difference: by sharing best practice, and helping organisations deliver excellence to their customers and staff.

We are talking about the fact that quality assessments, calibration sessions and meaningful discussions on quality are usually one of the first things to fall off the wagon when contact centres get busy.

We also discuss the need to take a more holistic approach in quality assessment and that tick box exercises no longer serve us and our customer base! 

Helen shares with us the 4 Pillars of a Quality Assessment Framework that works for everyone, in every corner of the globe.

1. The Quality Framework has to be a living / breathing piece for everyone in the company! = Live the Quality Culture
2. The Quality Framework should always be for the customer, based on outcomes!  = Voice of the Customer
3. There has to be a calibration programme  = Dialogue within the organisation
4. Always consider the human element  = The Magic Sauce

For all of this - You do need an empowered Quality Team!


My Podcast is produced by: