Quality & Compliance
Quality Assurance & Compliance in Kenya.
Quality you can see and compliance you can prove.
A quality team that sits outside the operations reporting line, and scores, coaches, documents and reports on every outsourced programme.
- QA monitoring
- Data protection
- Full visibility
Weekly
Scoring of every agent
- Calls, chats, emails, back-office work
- Scope
- Built and calibrated with you
- Scorecards
- GDPR, Kenya DPA, PCI-DSS practices
- Frameworks
- Weekly scores, monthly insights
- Reporting
Overview
Affordable quality assurance and compliance for companies in France, Belgium, Canada and Qatar
- 01
Analysts score a sample of calls, chats, emails and back-office items against a scorecard we build with you.
- 02
Scores go to the agent, their team lead and to you.
- 03
Low scores lead to coaching, refresher training or a process fix, and we track the improvement.
- 04
Monthly calibration sessions keep our scoring aligned with your standards.
- 05
Compliance covers GDPR, the Kenya DPA, PCI-DSS practices, call recording consent and audit-ready records.
At a glance
Targets are agreed per client and written into your SLA.
- Scoring of every agent
- Weekly
- Calibration with your team
- Monthly
- Coaching actions tracked to close
- 100%
- Records kept for every programme
- Audit-ready
What's included
What's included in our quality & compliance service.
Take one piece or all of it. Every item runs to documented procedures with an owner, a target and weekly reporting.
- 01
QA scorecard design
Criteria and weightings matched to what your customers value.
- 02
Interaction monitoring
Regular sampling of calls, chats, emails and processed items.
- 03
Coaching and training
Targeted coaching plans and refresher training driven by scores.
- 04
Compliance checks
Script adherence, disclosures, consent and data handling reviews.
- 05
Calibration sessions
Joint scoring so our standards match yours exactly.
- 06
Independent audits
Stand-alone QA reviews of an existing contact center or supplier.
How it fits together
Layers of protection around your customers.
Access controls, encryption, monitoring and regular audits surround every interaction, and every programme keeps records ready for an auditor.
How it works
How quality & compliance with Maxed BPO works.
A supervised path from first call to a fully managed team, usually live within 2 to 3 weeks.
- 1
Define quality
We agree what a great interaction looks like and build the scorecard.
- 2
Baseline
A first scoring round shows where performance stands today.
- 3
Coach and fix
Coaching, training and process fixes target the biggest gaps.
- 4
Report and calibrate
Regular reports and calibration keep standards consistent.
Who it's for
Who uses our quality & compliance service.
- Banks, insurers and fintech companies
- Healthcare providers handling patient data
- Brands worried about outsourcing quality
- Companies preparing for audits or certifications
- Businesses whose contact center needs a second opinion
Platforms
Tools and platforms we work in.
Your team works inside the systems you already use. Don't see yours? We learn custom tools too.
- Scorebuddy
- MaestroQA
- Playvox
- Klaus
- Observe.AI
- Google Sheets
- Power BI
- Looker Studio
- Genesys
- Zendesk
FAQ
Quality & Compliance: your questions.
Something else on your mind? Our team replies within one working day.
Speak to a specialist
Tell us your volumes and goals. We reply within one working day with a suggested team and price.
Get a free quoteHow many interactions do you score?
A set number per agent per week, with more for new agents and higher-risk work.
Can we score alongside you?
Yes. Monthly calibration is included, and you can score any interaction yourself.
Are you GDPR compliant?
Yes. We follow GDPR and the Kenya DPA, sign data processing agreements and apply strict access controls.
Can you audit our current supplier?
Yes. An independent audit reviews a sample and gives you a clear report on quality and risk.
Related solutions
Often paired with quality & compliance.
Get a free quality assurance and compliance quote
A no-obligation consultation to design your team, hours and price. Most quotes are back within one working day.