Call Center Quality Assurance Consulting

San Antonio is one of the largest BPO and call center markets in the country — and most local centers are fighting the same fight: hit client QA scores, control handle time, and survive the next audit. Elevé Consulting brings Six Sigma Black Belt rigor to call center quality programs that actually move the numbers.

Common QA problems we fix

QA scores that bounce around with no clear cause
Coaching that doesn't translate into score lift
Calibration sessions that aren't actually calibrating
Client audits that catch things your internal QA missed
Handle time creeping up while quality stays flat

What an Elevé QA engagement includes

Scorecard audit — We rebuild the scorecard so it actually predicts customer outcomes.
Calibration redesign — Get QA, ops, and client scoring within tolerance every week.
Coaching framework — Coaching sessions that target the specific behaviors driving score loss.
Root cause analysis — Six Sigma tools applied to QA defects, not just call volume.
Client audit prep — Walk into the next QBR with the data on your side.

Why Six Sigma matters for BPO QA

Call center QA was one of the first non-manufacturing applications of Six Sigma, and it's still one of the best. DMAIC turns subjective scoring into measurable, defensible quality systems — exactly what enterprise clients want to see when they're deciding whether to renew a contract.

Ready to lift your QA scores?

Book a free 30-minute consultation →