Your QA Scores Are Misleading
How Scopely Uncovered True BPO Performance and Transformed Coaching
This webinar has been postponed and is being scheduled for a later date.
Great BPO support isn’t about achieving perfect QA scores—it's about understanding what's really happening beneath those scores and driving impactful action to improve customer experience.
Join Miguel Alves, Quality Manager at Scopely, and Scott Ashton, Implementation Manager at MaestroQA, as they share the journey of how Scopely went from inflated QA metrics and fragmented insights to building real visibility and accountability with their BPO partners. Learn how Miguel and his team turned vague scores into targeted improvements, dramatically transforming agent performance, reducing operational waste, and enhancing player satisfaction.
Where: Zoom Webinar
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Discover Proven Strategies for Achieving Meaningful BPO Results
In this webinar, you'll learn how to:
- Cut Through Inflated Metrics: Learn how Scopely exposed their BPO’s "99.9% QA scores" as misleading, and see how they shifted from random QA to targeted audits that revealed actionable insights.
- Build a Coaching Culture that Drives Results: See how Scopely moved their agent coaching participation from just 12% to 100% by clearly defining expectations, introducing consistent practices, and holding their BPO accountable.
- Use Visibility as Your Advantage: Discover how Scopely leveraged a unified platform with screen capture and targeted QA to identify inefficiencies, validate agent workflows, and ensure true accountability across teams.
- Reduce Costs and Boost Efficiency: Understand how Scopely identified that nearly 50% of their BPO agent hours were idle, and learn how targeted visibility helped them significantly optimize operational spending.
- Optimize Customer Experience Through Bot and Agent Insights: Explore Scopely’s successful strategies for analyzing both bots and human agents together, reducing bot abandonment from 42% to 16%, and dramatically boosting player satisfaction scores.
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About Miguel Alves
Miguel is the Quality Manager at Scopely. He works with player support teams to deliver exceptional experiences by connecting quality, knowledge, coaching, and performance into one unified framework called the Performance Excellence Program. With over 8 years of experience in quality, Miguel works cross-functionally with BPOs, product, and support teams to drive efficiency, improve agent performance, and raise the bar for support excellence across a diverse portfolio of games.
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About Scott Ashton
Scott is an Implementations Manager & Sales Engineer at MaestroQA. With a deep understanding of MaestroQA’s platform, Scott excels in guiding clients to achieve their MaestroQA goals. His ability to combine technical knowledge with a client-focused strategy ensures a seamless and enjoyable experience for all customers.