Quality Assurance Management & Services

At Etech, Inc. we have an experienced team of 100+ verifiers engaged in quality audits and compliance verifications for our existing businesses both onshore and offshore. This is a tool to help improve our performance and also as a value add service for our external clients. Our domain expertise includes:

• Inbound/Outbound Verification (both statistical sampling and 100% audits)
  • Voice Calls
  • Web Interactions (Chat and Email)
• Sales Verification
• Customer experience survey audits
• Process compliance audits
• Compliance audits(Regulatory requirements)
• DNC and IRT Verifications
• Developing/Customizing audit forms for campaigns by analyzing CTQ’s
• Analysis and Reporting
• Customized agent level coaching and feedback
• Customer feedback deep dive/analysis and reporting
• Sales/Order compliance checking process
• Audit the auditor
• Value add data and analysis for marketing and process improvements

BPO Quality Assurance Related Links

• Quality Assurance MIS Capabilities
• How We Do It
• Benefits of QA Services