# BPA Quality

> BPA Quality provides independent contact center quality monitoring, behavioral analytics, training and QA software. Its distinguishing question is whether the behaviors a scorecard rewards actually predict customer satisfaction, resolution or sales. The woman-owned business serves organizations across the United States, United Kingdom and other markets.

- **Founded:** 1988
- **Headquarters:** Garden City, United States
- **Founders:** David Blackwell (Co-founder; president and owner)
- **Products:** Independent Quality Monitoring, EvalidateQA, Quality Impact Index, Training and Coaching, Managed Speech Analytics
- **Notable:** Inc. 5000 rankings: No. 2,300 in 2015 and No. 2,335 in 2016., BPA reports over 120,000 annual interaction evaluations for an unnamed national healthcare provider., A company-published financial-services case reports approximately 14% fewer calls resulting in court time after analytics-informed specialist routing.

## Products & services

- **Independent Quality Monitoring** — Outsourced evaluation of customer calls and digital interactions, with calibration, analysis and coaching feedback.
- **EvalidateQA** — QA software for customizable scorecards, reporting, calibration, automated and hybrid evaluations, and coaching management; formerly Quality Plus.
- **Quality Impact Index** — Psychometric assessment, certification and improvement roadmap testing QA effectiveness; a free self-assessment is available.
- **Training and Coaching** — Agent and leadership development, including empathy, vulnerable-customer support and coaching based on evaluated interactions.
- **Managed Speech Analytics** — Analysis of recorded conversations to identify trends, risk signals and opportunities for process changes.
- **Mystery Shopping and Customer Surveys** — Scenario-based test interactions and customer feedback used alongside monitoring to examine the support journey.

## Achievements

- Inc. 5000 rankings: No. 2,300 in 2015 and No. 2,335 in 2016.
- BPA reports over 120,000 annual interaction evaluations for an unnamed national healthcare provider.
- A company-published financial-services case reports approximately 14% fewer calls resulting in court time after analytics-informed specialist routing.
- EvalidateQA was publicly introduced under that name in August 2025 after use as an internal tool.

## Latest updates

- **2025-08** — TMC reported the EvalidateQA rebranding and commercial introduction on August 6.
- **2026-06** — The company’s case-study page about a 2025 psychometric audit carries a June 26, 2026 update timestamp; the audit found weak alignment between QA scores and customer satisfaction.

## Links

- Website: https://bpaquality.com/
- LinkedIn: https://www.linkedin.com/company/bpaquality
- Twitter/X: https://twitter.com/BPAQuality
- YouTube: https://www.youtube.com/@bpaqualitynorthamerica
- Facebook: https://www.facebook.com/BPAQualityUSA/

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Profile page: https://yespress.io/bpa-quality
Published by YesPress — https://yespress.io
Last updated: 2026-10-24