Elevate Your Customer Service with Expert QA Solutions
Empowering your team with expert guidance, streamlined operations, and measurable results.
Key Features of Quality Assurance
(QA) Package
Checklist Creation
Build QA checklists to evaluate customer interactions and ensure consistency.
Scoring System
Design scoring rubrics to measure support quality and agent performance.
Trend Analysis
Analyze interaction data to identify recurring issues, patterns, and improvement areas.
One-On-One Sessions
Conduct coaching sessions with agents to address weaknesses and reinforce strengths.
Agent Categorization
Segment agents by performance levels to tailor coaching and development plans.
Resource Proofreading
Review and refine knowledge base articles, macros, and scripts for clarity and accuracy.
Key Features of Quality Assurance
(QA) Package
- Higher CSAT & Response times: We ensure your team delivers consistent, high-quality support, leading to happier
- Gain ACX Internal Insights: We analyze customer interactions and feedback to provide actionable insights that drive continuous improvement and customer satisfaction.
- Error Reduction: Our QA package helps identify and correct mistakes before they reach your customers, minimizing errors and enhancing reliability.
- Coaching your team: We provide ongoing coaching and feedback to your team, ensuring they are always up to date with best practices and new technologies.
- Data-Driven Insights: Our QA analysts use data to identify trends and areas for improvement, helping you make informed decisions to optimize your support operations.
QA with ACX vs. Internal QA
Outsourcing QA
- No overhead for recruitment, training, or retention
- Specialists with experience across multiple crypto platforms
- Flexible solutions that grow with your needs
- Focus on results with clear reports; no need to micromanage
- 24/7 coverage without gaps or downtime
- Quick deployment with proven systems
Internal QA
- High costs for hiring, training, and retaining qualified QA staff
- Hard to find QA personnel with deep crypto knowledge
- Limited scalability; adding resources takes time and investment
- Requires ongoing supervision and management by your team
- Limited by in-house resource availability and schedules
- Lengthy hiring and onboarding processes
95%+
Achievement
Custom QA
Reports
Trusted
QA Launch Navigation
Elevate Your Customer Service with Expert QA Solutions
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01
Understanding Client Needs
Conduct a comprehensive consultation to identify key quality benchmarks, pain points, and platform goals.
02
QA Framework Development
Design customized QA checklists and scoring systems aligned with the client’s business objectives.
03
Process Integration
Integrate QA tools and workflows seamlessly into the client’s existing customer support systems.
04
Baseline Performance Assessment
Conduct an initial audit to establish current performance levels and identify gaps.
05
Training and Implementation
Train client teams on QA standards, processes, and reporting protocols for consistency.
06
Feedback and Reporting
Deliver actionable monthly insights and recommendations for ongoing improvements in service quality.
Frequently Asked Questions (FAQs)
Why is Quality Assurance crucial for crypto platforms?
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Quality Assurance (QA) ensures that every customer interaction meets high standards of accuracy, compliance, and professionalism. In the fast-moving crypto space, even small mistakes—like mishandling a wallet issue or KYC inquiry—can erode trust. QA helps identify gaps, maintain consistency, and deliver reliable support that strengthens user confidence.
What specific areas does your QA service cover?
Our QA service covers the full spectrum of crypto customer support, including ticket, chat, and email interactions. We evaluate accuracy of responses, adherence to compliance and security protocols, response times, tone of communication, and customer satisfaction. We also review workflows, macros, and knowledge base materials to ensure your support team operates at its best.
How does your QA process improve team performance?
ACX QA analysts provide structured scoring systems, trend analysis, and actionable feedback for agents. Regular one-on-one coaching sessions help address weaknesses, while performance categorization allows tailored training. This continuous improvement process boosts CSAT, reduces errors, and enhances both speed and quality of responses.
Can ACX tailor QA frameworks to our platform's unique needs?
Yes. Every crypto platform operates differently, which is why we design custom QA checklists, scoring rubrics, and KPIs based on your goals. Whether you need stronger compliance oversight, faster first-reply times, or multilingual quality standards, our frameworks adapt to your priorities.
How often will we receive QA reports?
ACX delivers monthly QA reports with detailed scoring, error trends, and coaching recommendations. For high-volume or rapidly scaling teams, we can also provide weekly snapshots to ensure quick course corrections. These reports give leadership clear visibility into support quality and measurable progress over time.
Do you integrate your QA processes with our existing tools?
Yes. ACX seamlessly integrates QA processes into your existing support stack, including platforms like Zendesk, Intercom, Freshdesk, or custom-built tools. Our analysts work directly within your environment, using tailored checklists and scoring rubrics to review tickets, chats, and emails. This means no extra setup on your side — QA runs smoothly alongside your current workflows without disrupting daily operations.
Ready to elevate your Quality Assurance Service?
Contact ACX today to learn how we can help you build, manage, and grow engaged and secure crypto communities.
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