Quality Assurance

The Transformation of QA: Driving Business Results - Key Takeaways from MaestroQA’s CX Summit

Lauren Alexander
0 minute read

In this blog post, we'll delve into the key takeaways from the QA Program workshops at MaestroQA's “Art of Conversation'' CX Summit, which brought together industry experts in customer experience and quality assurance from some of the world’s most loved brands to share insights, best practices, and success stories. Read on to learn why QA and CX insights are playing a more pivotal role in driving agent performance, customer satisfaction and business results.

Insights on the Future of QA

The CX Summit opened with a presentation by Vasu Prathipati, the CEO and Co-Founder of MaestroQA. He provided insights on the future of QA and how it’s evolving in response to today’s competitive business climate and rapidly changing technology landscape. 

One insight he shared was how QA teams are now under more pressure to demonstrate value in their organizations. As a result, they are looking for better analytics and more precise and actionable insights to make a higher impact on their company’s top priorities – whether it’s operational efficiency, agent performance or customer satisfaction. 

Vasu also pointed to a challenge that QA and CX teams are confronting that’s limiting their potential, “we’ve started to investigate the current state of business intelligence in CX and we’ve found that quality data often lives in its own silo and its disconnected from other metrics that businesses cares about, making it difficult to measure and act on the insights surfaced by quality initiatives.” 

Siloed data can hinder the ability to derive comprehensive insights and take decisive action. To address this, Vasu emphasized the importance of integrating quality data, “organizations need to close the gap and move towards data integration to achieve a successful QA strategy.”

Ultimately, Vasu’s presentation pointed to an important trend we are seeing among our customers: the strength of your QA program depends on measuring its impact accurately and integrating this data with other key metrics. Overcoming this disconnect and moving towards data integration is not just beneficial—it's imperative for a successful QA strategy.

QA Program Highlights


The CX Summit featured several noteworthy trends and insights that underscore the growing influence of QA metrics on agent performance management and customer satisfaction.

Let's explore some of the most relevant takeaways:

Incorporating QA in Agent KPIs

The integration of QA metrics into agent key performance indicators (KPIs) has become a critical strategy for enhancing performance. This approach not only ensures that products and services consistently exceed customer expectations but also fosters a culture of continuous improvement in agent performance. 

During the CX Summit group presentations, one of our customers,  the world's largest and most trusted resource for authenticated luxury resale, shared a "win" story that showcased this strategy. Recognizing QA's pivotal role in driving customer satisfaction (CSAT) and overall business success, they made QA part of their core 5 agent KPIs, giving it a substantial weight of 20%. 

This approach not only helped them improve agent performance but it also highlighted the importance of considering non-support-related CSAT metrics, in fact QA was considered the “white knight” of CSAT because of its proven ability to drive meaningful insights and improvement. They shared how MaestroQA’s integrated quality and agent development platform was integral to helping them achieve this by empowering them to effectively evaluate agents and quickly close the loop with agent feedback to solve problems and enhance performance. 

The Importance of BPO Management and Trust-Building

Another critical aspect that emerged from the QA Program group presentations at the CX Summit was the role of Business Process Outsourcing (BPO) management and trust-building in ensuring optimal customer service of call center performance. While leveraging BPO partners for customer support, scaling can be a strategic decision to manage costs and mitigate risk, but optimizing the quality of BPO performance requires a reliable quality assurance framework. It is essential to establish a comprehensive and dependable Quality Assurance (QA) program to ensure performance expectations are met consistently.

One of our customers, a premier luxury fashion retailer, shared their experience in building a foundational in-house QA program over the past year. Previously, they relied solely on their BPO for QA. However, they acknowledged that misalignment with their BPO's QA results hampered their ability to achieve optimal performance. Recognizing the criticality of trust in driving successful partnerships, the company partnered with MaestroQA to take back control of their QA program management and insights, enabling them to align performance expectations, establish accurate metrics, and nurture a collaborative environment for continuous improvement. This proactive approach to BPO management and trust-building empowered them with greater influence on the customer experiences being delivered through BPO agents. This ultimately gave them better tools to impact brand reputation and customer satisfaction. Learn more about how MaestroQA can help build stronger BPO partnerships.

Leveraging Targeted QA for Root-Cause Analysis & Performance Improvement

Targeted Quality Assurance (QA) for root-cause analysis also emerged as a key strategy to drive agent performance and enhance customer satisfaction. By using QA insights to uncover the underlying causes of customer dissatisfaction (DSAT), companies can pinpoint specific areas for improvement, deliver personalized feedback and coach agents on specific areas to improve customer satisfaction or drive more efficiency. 

During the QA Program group presentations, two standout examples demonstrated the effectiveness of targeted QA in driving meaningful performance improvements. One company, a pioneer in providing TV streaming technology, aimed to reduce the cost per contact by addressing the biggest contributors to Average Handle Time (AHT). Through targeted QA, they identified a lengthy verification process as a primary driver of increased AHT. With this insight, the company simplified the verification process, resulting in a significant reduction in AHT and improved overall efficiency.

Another one of our customers, a leading financial services company dedicated to building a more human financial world, selected customer satisfaction (CSAT) as a critical metric. Their targeted QA approach involved reviewing dissatisfied customer interactions (DSAT) to gain deeper insights into customer pain points and identify areas for improvement. Armed with these insights, Wealthsimple was able to make strategic enhancements to their processes, products, and services, leading to a notable increase in CSAT scores and a more loyal customer base.

Previous Article

How QA is Transforming Sales

Leanna Merrell

Navigating AI Pitfalls and Enhancing CX in Call Centers

Leanna Merrell

Beyond VOC: The Future of Customer Service Conversation Intelligence

Leanna Merrell

How to Optimize Your Chatbot Strategy: QA’s Critical Role in Enhancing Accuracy & Effectiveness

Leanna Merrell

MaestroQA Achieves PCI DSS 4.0 Level 1 Compliance: Leading the Way in Secure QA Solutions

Lauren Alexander

Don't Settle. Dig Beneath The Surface For Customer Insights.

Team MaestroQA

Using Zendesk CSAT Reviews and Slack to Appreciate CX Agents

Customer Support Best Practices From The NYC Support Driven Meetup

Why Failure To Provide Great Customer Service Is A Risk To Company Success

Maintaining Quality Of Customer Support In The Face Of Hyper-Growth

Customer Service Quality Assurance and Soft Skills

The 2 Agent-Controlled Factors to Improve CSAT Scores

Guide to Building Call Center Quality Monitoring Scorecards

How To Improve CSAT Scores for Your Call Center in 3 Steps

Customer Service Quality Assurance for Higher CSAT Explained

How To Build Your First QA Scorecard — A Comprehensive Guide

Innovation in Quality Management with Freshly at The Art of Conversation

A maybe-too-honest perspective on our rebrand

How FabFitFun Uses Customer Service Quality Assurance To Manage A Best-In-Class Support Team

Team MaestroQA

How to Create A Customer Service Quality Assurance Form

See The Future: Be Proactive In Support Of Your Customers

Team MaestroQA

Quality Management and Customer Service Training Programs

Why Paving A Path To Resolution Is A Customer Service Best Practice

Team MaestroQA

CSAT Scores vs. Quality Assurance Metrics – Which Is Better?

5 Ways Quality Assurance Programs Can Improve CSAT Scores

MaestroQA Partnerships: Introducing Zendesk Suite

Is Your Quality Assurance Program Built For 2018?

Fresh Take: How Peer Review Can Identify Improvements

Roger That! Assume Nothing Until You Get Confirmation

Creating a Multi-Channel Quality Form For Contact Centers

The Art of Training with Harry's Razors and FuboTV

Building Customer Loyalty And Trust Through Service

Team MaestroQA

How ActiveCampaign Uses MaestroQA To Scale Their Support Team, And Improve Team Dynamics

Team MaestroQA

Omnichannel Support For Agents And Customers: A Necessity

2 Types Of Agent Skills That Impact Customer Satisfaction

Mastering Customer Interactions in the Age of DSAT

Leanna Merrell

How Shinesty Uses Alternative Positioning as a Best Practice

Dangers Of The 90%+ QA Scores

Using Positive Positioning to Improve Call Center CX

Team MaestroQA

Navigating AI Implementation Strategy in Customer Experience: Risks and Strategies

Leanna Merrell

Elevating Call Center Performance with Six Sigma and MaestroQA

Lauren Alexander

Elevating Business Excellence Through Non-Customer-Facing QA: A Strategic Imperative

Leanna Merrell

Elevating Trust and Safety through QA: How TaskRabbit Sets the Standard

Leanna Merrell

The Essential Guide to Chatbot Quality Assurance: Ensuring Excellence in Every Interaction

Leanna Merrell

Unlocking Superior CX: The Bombas Blueprint for Quality and Coaching

Leanna Merrell

Agent Empowerment: 5 Tactics for Customer Retention from Industry Leaders

Mastering Agent Onboarding: Quality Assurance Lessons from ClassPass

How Angi Unlocked Growth and Continuous Improvement with QA

The Transformation of QA: Driving Business Results - Key Takeaways from MaestroQA’s CX Summit

Lauren Alexander

Unleashing the Power of Customer Conversations: Top 6 Tech Trends Revealed at the CX Summit

Lauren Alexander

Important Factors to Consider when Exploring Sentiment Analysis in Customer Support QA: A CX Community Discussion

Driving Business Impact with Targeted QA: Insights from an Expert

The Art of Outsourcing Customer Support: Lessons from Stitch Fix's BPO Partnership

Larrita Browning

How to Revamp QA Scorecards for Enhanced Quality Assurance

De-Villainizing QA Scorecards with Hims & Hers Customer Service

How to Maximize Call Center & BPO Performance | MaestroQA

Larrita Browning

Writing the Auto QA Playbook & Transforming Customer Support

Larrita Browning

MaestroQA Named One of Comparably’s 2023 Best Workplaces in New York for the Second Consecutive Year

Larrita Browning

Advancing Customer Service Metrics with AI Classifiers

Lauren Alexander

MaestroQA Named on Comparably’s Best Workplaces in New York

Larrita Browning

CX Strategy: The Future of AI in Quality Assurance

Larrita Browning

Elevating Customer Satisfaction with Visibility & Coaching

Larrita Browning

How Customers Collaborate with Their BPO Partners Today

5 Key Strategies to Supercharge Your BPO Partnership

Larrita Browning

Champion-Challenger Model: Improve Customer Service In BPOs

Larrita Browning

Kick Start Your Customer Service BPO Partnership Successfully

Larrita Browning

BPO Call Centers: Best Practices for Quality Assurance

Larrita Browning

Call Calibration: What is It & What are the Benefits?

Larrita Browning

Increase QA Team Alignment with Call Calibration & GraderQA

Dan Rorke

Measuring An Organization's 3 Ps: People, Process and Product

Larrita Browning

Empathy in Customer Service: Everything You Need to Know

Larrita Browning

Average Handle Time (AHT): How to Calculate & Reduce It

How to Onboard Your Customer Service Team to a New QA Program

21 Key Customer Experience Definitions for QA Professionals

Should You Have Dedicated Quality Assurance Specialists?

How Top eCommerce Brands Ensure Exceptional Customer Service in a Remote World

The Top 4 CX Books Recommended by Our QA Community

A Guide to Customer Service Quality Assurance Programs

5 Key Components of a Remarkable Customer Service Experience

The Ultimate Guide to Improving First Call Resolution (FCR)

How to Refresh Your Call Center Quality Monitoring Scorecard

The Key to Customer Service Coaching Is More Data (and Fewer Opinions)

Call Center Quality Assurance with Zola and Peloton

How to Update Your QA Scorecard

3 Ways to Test Your Call Center Quality Assurance Scorecard

The 9 Customer Service KPIs Needed To Improve CX

What is DSAT and 5 Steps to Improve It

Leveraging Customer Sentiment to Improve CX in Call Centers

Larrita Browning

Customer Experience Management and Quality Assurance Jobs

How Deeper CX Analytics Lead to Better CSAT | MaestroQA

Customer Service Management 101: Everything You Need to Know

Beyond Low CSAT Scores: Finding the Root Cause of Poor CX

How to Create an Omnichannel Call Center Quality Assurance Scorecard

Achieving Effortless Customer Experiences (CX) with QA

This Is What an Effective Customer Service Coaching Session Looks Like

Customer Service Coaching 101: Improve Agent Performance

Auto-Fail in Call Center QA: What It Means and When to Use It

MaestroQA's Aircall Integration: Bring Your Calls to Life

Build the Ultimate QA Scorecard Process for Email and Chat

Why Poor Agent Experiences Happen (and How to Fix Yours)