Quality Assurance & Performance Management

    Quality Assurance & Performance Management

    Quality Assurance & Performance Management

    Xceed strives to exceed clients’ expectations by its unwavering pursuit of excellence, and in order to sustain that, the company relies on people, process, and technology. 
    The company promotes quality by recognizing and rewarding superior performance. The firm’s QM skilled analysts monitor, mentor and help agents maintain the highest standards of quality interaction with customers.
    Our process adheres to quality Key Performance Indicators (KPIs) for a 360-degree view of performance, to prevent customer critical errors (CTC), business critical errors (CTB), compliance critical errors, as well as non-critical errors (NC). 
    Xceed’s advanced quality assurance technologies include randomized complete recording solutions, using a sample size calculator and COPC benchmarking of monitoring frequencies and quantities.
    The company develops an in-house QM application to manage performance and update scores instantly.
    Impeccable quality assurance is the only acceptable standard at Xceed to maintain the highest levels of clients’ trust and satisfaction.