Scaling Your QA: How a Team of Over 1,000 Remote Agents Achieve Consistent Results
Managing a successful quality assurance program is a challenge in and of itself, especially a team of over 1000 employees. Ensuring quality for every single one of those agents is even harder.
When the Philippines government gave them essentially 48 hours to get all 1000+ employees remote in the wake of the pandemic, SupportNinja, a Scalable Outsourcing BPO servicing some of the world’s most innovative companies, stepped up to the task both physically and virtually. They set themselves apart with an employee-focused approach to quality assurance, ensuring the success of not only their team but their customers, as well.
Join Anne Bibb, Head of Customer Experience and Jack Milocco, Video Content Specialist from SupportNinja, for a chat on how they created an efficient macro-scale quality assurance program, all while ensuring strong agent support and empowerment in the process.
- Coaching strategies
- Macro-scale quality assurance
- How to ensure accountability of outsourced teams
- How a successful BPO manages teams
Head of Customer Experience, SupportNinja
Video Content Specialist, SupportNinja
Content Marketing Manager, Playvox